Apps Admin

For Oracle internal distribution only
Siebel Applications
Administration Guide
Version 8.1
March 2008
Copyright 2005, 2008, Oracle. All rights reserved.
The Programs (which include both the software and documentation) contain proprietary information;
they are provided under a license agreement containing restrictions on use and disclosure and are also
protected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering,
disassembly, or decompilation of the Programs, except to the extent required to obtain interoperability
with other independently created software or as specified by law, is prohibited.
The information contained in this document is subject to change without notice. If you find any problems
in the documentation, please report them to us in writing. This document is not warranted to be error-
free. Except as may be expressly permitted in your license agreement for these Programs, no part of
these Programs may be reproduced or transmitted in any form or by any means, electronic or
mechanical, for any purpose.
PRODUCT MODULES AND OPTIONS. This guide contains descriptions of modules that are optional and
for which you may not have purchased a license. Siebels Sample Database also includes data related to
these optional modules. As a result, your software implementation may differ from descriptions in this
guide. To find out more about the modules your organization has purchased, see your corporate
purchasing agent or your Oracle sales representative.
If the Programs are delivered to the United States Government or anyone licensing or using the Programs
on behalf of the United States Government, the following notice is applicable:
U.S. GOVERNMENT RIGHTS. Programs, software, databases, and related documentation and technical
data delivered to U.S. Government customers are "commercial computer software" or "commercial
technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific
supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the
Programs, including documentation and technical data, shall be subject to the licensing restrictions set
forth in the applicable Oracle license agreement, and, to the extent applicable, the additional rights set
forth in FAR 52.227-19, Commercial Computer Software--Restricted Rights (June 1987). Oracle USA,
Inc., 500 Oracle Parkway, Redwood City, CA 94065.
The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently
dangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup,
redundancy and other measures to ensure the safe use of such applications if the Programs are used for
such purposes, and we disclaim liability for any damages caused by such use of the Programs.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be
trademarks of their respective owners.
The Programs may provide links to Web sites and access to content, products, and services from third
parties. Oracle is not responsible for the availability of, or any content provided on, third-party Web sites.
You bear all risks associated with the use of such content. If you choose to purchase any products or
services from a third party, the relationship is directly between you and the third party. Oracle is not
responsible for: (a) the quality of third-party products or services; or (b) fulfilling any of the terms of
the agreement with the third party, including delivery of products or services and warranty obligations
related to purchased products or services. Oracle is not responsible for any loss or damage of any sort
that you may incur from dealing with any third party.
Contents
Siebel Applications Administration Guide 1
Chapter 1: Whats New in This Release
Chapter 2: Getting Started

Getting Started Prerequisites 21
Starting the Application for the First Time 22
Entering License Keys 23
Selecting a Data Source 27
About Seed Data 28
Summary of Applications Administration Tasks 28
Chapter 3: Initial Setup

About Initial Setup 31
Summary of Initial Setup Tasks 32
Adding Views to the Application 33
Completing Employee Setup 33
Assigning Skills 35
Setting Up Locales 35
Setting Up Satmetrix Survey Reports 39
Chapter 4: Ongoing Application Administration Tasks

Setting System Preferences 44
Setting Up Predefined Queries 44
Enabling Cancel Query 46
Setting Up Currencies 46
Setting Up Currency Conversion 48
Setting Up Expense Types 51
Setting Up Payment Terms 52
Setting Up Periods 53
Siebel Applications Administration Guide Version 8.1 3

Contents
Working with Telephone Formats 54

Setting Up Pager Companies 58
About Date Formats 59
Setting Up ZIP Codes 59
Administering Global Time Zone Support 59
Setting Up Email, Fax, and Mail Accounts (Contact Us) 61
Setting Up Industries 62
Setting Up Languages 62
About Case-Insensitive and Accent-Insensitive Queries and Searches 63
Forcing Case-Sensitive or CIAI Queries or Searches 64
Adding Web Browser Capabilities 64
Adding Additional Web Browsers 66
Administering Quick Fill Templates 68
Setting Up Default View Links for Screen Home Pages 68
Chapter 5: Working with Lists of Values

About Lists of Values 71
Adding a New Value to an Existing List of Values 72
Clearing the Cache 73
List-of-Values Fields 74
Modifying a List of Values 76
Inactivating a Value in a List of Values 77
Constrained Lists of Values 78
Chapter 6: Audit Trail

About Audit Trail 81
Audit Scope 82
Audit Trail Content 82
Audit Trail Constraints 83
Audit Trail for Siebel Remote and Siebel Replication Users 83
Process of Configuring and Using Audit Trail 84
Enabling and Disabling Audit Trail 84
Specifying Business Components and Business Component Fields for Audit 84
4 Siebel Applications Administration Guide Version 8.1

Contents
Setting Up Read Auditing 86

Specifying ParentChild Associations for Audit 86
Specifying Audit Trail Restrictions 87
Verifying Audit Trail Configuration 88
Viewing Audit Trail Records 88
Linking Audit Trail to a Business Component 91
Chapter 7: Creating and Administering iHelp

About iHelp 93
Scenario for Administering iHelp 93
Process of iHelp Administration 94
Creating iHelp Item Records 95
Designing iHelp 97
Clearing the iHelp List Cache 99
Activating, Revising, and Deactivating iHelp Items 100
Translating iHelp Items 101
Importing and Exporting iHelp Items 102
Chapter 8: Message Broadcasting

About Message Broadcasting 103
Scenario for Administrating Message Broadcasting 104
Process of Message Broadcasting 105
Enabling and Disabling Message Broadcasting 105
Creating a Message Broadcast 107
About Automatically Updating Message Broadcasting Text 110
Configuring Message Broadcast Caching 111
Chapter 9: Alerts
About Alerts 113
Scenario for Using Alerts 113
Creating Alerts 114

Contents
Chapter 10: Administering and Using Inbox

About the Inbox 117
Scenarios for Administering and Using the Inbox 119
Administering the Inbox 121
Reviewing All Inbox Items 121
Deleting Inbox Items 121
Setting Expiration Dates and Due Dates for Inbox Items 122
Changing the Destination View for an Inbox Type 122
Changing Inbox Downloading to Remote Databases 122
Adding Inbox Translations 123
Using the Inbox 123
Taking Action on Inbox Items 124
Reviewing Completed Items 124
Reviewing Submitted Items 124
Chapter 11: Configuring the Inbox

Process of Setting Up and Configuring Inbox 125
Planning for Inbox Configuration 126
Creating Inbox Items 126
Creating Inbox Types 127
Setting Up Inbox Links to Views and SmartScripts 128
Setting Up Inbox Actions 129
Configuring the Inbox for Use with Remote Databases 132
Setting Up Inbox Approval Translations 133
Configuring the Toggle Applets for Inbox Views 134
Configuring the Category Icon for the Inbox 135
Configuring Action Buttons for Inbox Views 136
Setting the Log File for Troubleshooting 137
Universal Inbox Business Service Methods 137
CreateInboxEx Method 139
CreateInbox Method 140
CreateInboxItem Method 142
CreateInboxOwner Method 143

Contents
IsInboxItemExisted Method 145

GetInboxItemInfo Method 145
GetInboxParamInfo Method 146
GetInboxOwnerInfoEx Method 147
GetInboxOwnerInfo Method 148
SetInboxParamInfo Method 149
UpdateInboxItemInfo Method 150
DeactivateInboxItem Method 151
DeactivateInboxOwner Method 153
UpdateInboxOwnerInfo Method 154
DeleteInboxItem Method 155
Initialize Method 155
RouteInboxItem Method 156
Examples of Inbox Triggers 157
Sample Workflow for Assigning Service Requests and Creating Inbox Items 158
Sample Workflow to Synchronize Status for Service Requests and Inbox Items 160
Sample Workflow to Update Inbox Items for Status Changes Made in the Inbox Detail View
161
Inbox Trigger Used in ESS 162
Inbox Trigger Using Server Script 164
Chapter 12: Messages

Scenario for Setting Up Messages 165
Process of Setting Up and Using Messages 166
About Using Messages 166
Setting Up Messages 166
About Email and Screen Alerts 167
Creating a New Message (End User) 167
Setting Up Single and Recurring Alerts (End User) 169
Viewing Messages (End User) 169
Sorting Messages by Intervals (End User) 170
Sending a Message Using Email (End User) 170
Chapter 13: Activities

About Activities 173
Creating Activities (End User) 175
Working with Others Activities (End User) 178

Contents
Delegating an Activity (End User) 179

Viewing Activities Associated with Another Record Type (End User) 180
About Configuring Owner and Employee Fields for Activities 180
Chapter 14: Activity Plans and Sales Methods

About Activity Templates and Activity Plans 181
About Sales Methods 182
Scenario for Activity Plans 182
Process of Administering and Using Activity Plans 183
Defining a Sales Methodology 183
About Activity Assignment 185
Creating an Activity Template 186
Creating TAS Customer Milestone Templates in a Localized Application 188
Deleting an Activity Template 189
Setting a Default Sales Methodology (End User) 189
Using an Activity Plan (End User) 190
Chapter 15: Assessments

About Assessment Templates 191
Scenario for Using and Administering Assessments 191
Process of Administering and Using Assessments 192
Creating an Assessment Template 192
Performing an Assessment (User) 194
Assessing an Opportunity for Target Account Selling (End User) 195
Chapter 16: Calendar

About Calendar Resources 199
About Calendar Access 199
Scenarios for Calendar Administration 199
Process of Calendar Administration 200
Setting Up Resources 201
Adding and Modifying Calendar Access 201
Deleting Calendar Access 202

Contents
Configuring the Calendar Alarm 202

Setting Alarm Manager Load Frequency 203
Setting Retroactive Alarms 203
Configuring the Calendar 203
Displaying Start and End Times for Calendar 204
Displaying Fields, Colors, Drilldowns, and ToolTips 204
Specifying Day Summary ToolTip 205
Showing and Hiding User Interface Components 207
Changing User Interface Strings 208
Changing Date Display Format 209
Changing the First Day of the Week 210
Overriding User Preferences 211
Enabling and Disabling Calendar Editing 211
Using Special Date Markers 211
Specifying Extra Business Components 212
Dragging-and-Dropping Records from Other Applets into the Calendar 212
Changing Controls in the Calendar Detail View 215
Showing or Hiding Side Applets on the Life Sciences Calendar 215
Chapter 17: State Models

About State Models 217
Scenario for State Models 218
Process of Setting Up State Models 218
Configuring Business Components for State Models 219
Creating State Models and State Transitions 220
Activating State Models 222
Configuring Child Modification for State Models 223
Chapter 18: Literature

About Literature 225
About Setting Up Literature Files 226
Creating and Modifying Literature Files 226
Creating Literature Records 227
Creating Translation Records 229
Creating Literature Item Kits 230
About Making Literature Visible to Users 231

Contents
Sharing Literature Through the Products Screen 232

Sharing Literature Through the Competitors Screen 232
Sharing Literature Through the Decision Issues Screen 233
Sharing Literature Through the Correspondence Screen 234
Sharing Literature Through eBriefings 234
Sharing Literature Through Literature or Infocenter 235
Chapter 19: Global Target List Management

About Global Target List Management 237
Scenario for Global Target List Management 238
Process of Global Target List Management 239
Creating Target Lists by Querying (End User) 239
Editing Target Lists (End User) 240
Creating Target Lists By Combining Lists (End User) 241
Applying Target Lists (End User) 241
Creating Activities From Target Lists (End User) 241
About Configuring Target Lists 242
Setting Up Data Map Object Activity Templates for Target Lists 242
About Workflows for Global Target List Management 243
Configuring Global Target List Management to Create Activities Asynchronously 243
Enabling Application of Target Lists on an Applet 244
Enabling Saving of Target Lists in an Applet 246
Chapter 20: D&B Integration

About D&B Data 249
Business Scenarios for D&B 250
About the D&B D-U-N-S Number 251
Process of Integrating D&B Data 251
Obtaining D&B Data 252
Loading D&B Data 252
Loading D&B Data Using Sample Scripts 253
About Siebel Update Server Components 256
Running the Siebel Update Server Components 260
Setting Up the Symbolic URL for Access to the D&B Database 264
Configuring D&B Integration 265

Contents
Field Mappings for Configuration of D&B Integration 269
Chapter 21: D&B Integration (End User)

Accessing Company Data and Reports with D&B 275
Viewing D&B Aggregate Data for a Company 275
Promoting a D&B Account 276
Creating a Prospect List from D&B Data 276
Viewing a D&B Report 277
Using Global Integration to Add New D&B Accounts 277
Chapter 22: Contacts

About Contacts 281
Scenario for Contacts 281
Adding a Contact 282
Promoting a Personal Contact to a Contact 284
Creating a Profile for a Contact 284
Adding a Contact to a Synchronization List 284
Assessing a Contact 285
Synchronizing Contact Information with External Systems 285
Chapter 23: Adobe Forms Integration

About Forms Integration 287
Scenarios for Forms Integration 288
Process of Setting Up Adobe Forms Integration 289
Preparing for Adobe Forms Integration Setup 290
Preparing the Setup for Adobe Forms Integration 290
Creating the Web Service for Adobe Forms Integration 290
Configuring the Web Service for Adobe Forms Integration 291
Enabling Forms Integration for Additional Applets Using Siebel Tools 292
Creating an Integration Object for Adobe Forms Integration 292
Generating an XML Schema for Forms Integration 293
Mapping the XML Schema to the PDF Form Using Adobe Designer 294
Creating the Form Record Referencing the PDF File 294

Contents
Generating a Form from a Record (User) 296
Chapter 24: Integration Using ASIs

About ASIs 299
Setting Up Account, Contact, and Household ASIs 299
ASI Workflow Descriptions 301
Chapter 25: Web Services

About Web Services for Microsoft Applications 303
About the Excel Web Service 304
About the Word Web Service 304
Seed Data for Excel and Word Web Services 305
Prerequisites for Connecting Templates to Siebel EAI 305
Process of Configuring Excel Web Service 305
Downloading the Template for the Excel Web Service 306
Connecting the Excel Template to Siebel EAI 306
Using the Excel Web Service 307
Process of Configuring Word Web Service 308
Downloading the Template for the Word Web Service 308
Connecting the Word Template to Siebel EAI 308
Process of Using Word Web Service to Perform a Mail Merge 309
Getting the Data for a Mail Merge From the Siebel Database 310
Refining Recipients for a Mail Merge 310
Refining the Message for a Mail Merge 311
Previewing Messages for a Mail Merge 311
Printing or Sending Mail Merge Messages 312
Logging Messages as a Siebel Activity 312
Chapter 26: Accounts

About Accounts 315
Scenario for Accounts in Siebel Sales 315
Scenario for Accounts in Siebel Call Center 316
Creating an Account 316

Contents
Associating a Contact with an Account 319

Associating an Activity with an Account 319
Associating an Opportunity with an Account 320
Assessing an Account 320
Synchronizing Account Information with External Systems 321
Viewing Account Credit Profiles 321
Chapter 27: Global Accounts

About Global Accounts 323
Scenario for Using and Administering Global Accounts 324
Process for Using and Administering Global Accounts 325
Generating a Default Hierarchy 325
Enabling Users to Add Accounts With No Parent to the Default Hierarchy 327
Creating a Custom Hierarchy 327
Assigning a Custom Hierarchy to an Organization 328
Updating a Custom Hierarchy 328
Updating a Custom Hierarchy by Processing Deleted Records 330
Configuring Error Log Files for Hierarchy Changes 330
Adding Business Objects to the Global Accounts Hierarchy View 331
Viewing Global Accounts (User) 334
Chapter 28: Opportunity Workflows

About Opportunity Workflows 335
Setting Up Opportunity Notification Workflows 336
Activating the Opportunity Notification Workflow Processes and Policies 337
Rerouting an Opportunity Using Workflows 339
Modifying Opportunity Workflows 339
Setting Up the Get Manager Email 340
Chapter 29: Opportunities (User)

About Opportunities 341
Scenario for Opportunities 342
Opportunities Processes and Procedures 343

Contents
About Opportunities Lead Assignment 344

About Lead Response 344
About Lead Qualification, Sales Methods, and Stages 345
Creating an Opportunity 346
Changing the Primary Sales Team Member 350
Monitoring Significant Opportunity Transactions 350
Assessing an Opportunity 351
Viewing Decision Issues for an Opportunity 351
Associating a Contact with an Opportunity 351
Activities Associated with an Opportunity 352
Associating a Product with an Opportunity 352
Creating a Quote from an Opportunity 353
Creating an Organization Analysis 354
Opportunity Charts 357
Setting Up Lead Sources for Opportunities 359
Chapter 30: Households

Household Contact Tracking 361
Scenario for Households 362
End-User Procedures for Households 362
Adding a Household Record 362
Adding Contacts to a Household 363
Adding Activities to Household Records 366
Storing and Viewing Information About Households 366
Synchronizing Household Information with External Systems 367
Chapter 31: References

Scenario for References 369
Managing Accounts and References 370
Designating an Account as a Reference 370
Associating an Activity with a Reference 370
Associating a Contact with a Reference 371

Contents
Associating an Attachment with a Reference 371

Adding a Reference Activity to the Calendar 372
Adding a Note to a Reference 372
Adding Profile Information to a Reference 373
Searching for References 373
Viewing Reference Asset and Profile Charts 373
Chapter 32: Intelligent Offer Generation Using Oracle Real-

Time Decisions for Call Center
About Oracle Real-Time Decisions for Call Center 375
Scenario for Intelligent Offer Generation in Call Center 376
Process of Configuring the IOG Application for Siebel Call Center 376
Checking Prerequisites for IOG 377
Configuring Outbound Web Services for Oracle RTD 377
Configuring IOG with Siebel Views for Siebel Call Center 378
Setting Siebel Enterprise Server Parameters for IOG 378
Configuring Siebel Run-Time Events for Oracle RTD for Siebel Call Center 379
Creating JDBC Data Sources for Oracle RTD 380
Creating Views in the SIEBEL_OLTP Database for Oracle RTD for Siebel Call Center
381
Customizing Call Reasons for Oracle RTD for Siebel Call Center 381
Process of Setting Up Real-Time Intelligent Offers for Siebel Call Center 382
Defining the Campaign for IOG for Siebel Call Center 382
Creating and Modifying IOG Offers for Siebel Call Center 383
Enabling IOG Offers for Siebel Call Center 383
Opening Decision Center for Editing for IOG for Siebel Call Center 383
Specifying Eligibility for Offers for Oracle RTD for Siebel Call Center 384
Adding Eligibility Rules 384
Updating Offer Information for Oracle RTD for Siebel Call Center 386
Activating the Offers for Oracle RTD for Siebel Call Center 386
IOG Views for Call Center Agents 387

Contents
Chapter 33: Categories

Scenario for Categories 389
Adding a Category 390
Searching by Category 390
Chapter 34: Competitors

Scenario for Competitors 391
Associating a Competitor with an Opportunity 391
Viewing Competitor Comparisons 392
Chapter 35: Signature Capture

About Siebel Signature Capture Controls 393
Scenario for Signature Capture 394
Roadmap for Implementing Signature Capture 394
Extending the Database for a Signature Capture Control 394
Registering the OCX File 395
Creating the Object and Class for Signature Capture 396
Process of Creating the Applet for Signature Capture 397
Creating a Form Applet 397
Creating a Control on the Applet 398
Creating a Hidden Control on the Applet 398
Creating Buttons for Saving and Clearing Signatures 399
Adding Server Script to the Applet 399
Adding Browser Script to the Applet 400
Adding the Applet to an Object 404
Compiling the SRF 405
Testing the Signature Capture Applet 405
Generating Reports That Contain Signatures 406
Chapter 36: Decision Issues

Scenario for Decision Issues 407
Creating Decision Issues 407
Associating Decision Issues with an Opportunity (End User) 408
Adding Decision Issues Details (End User) 408

Contents
Chapter 37: Enterprise Selling Process

About Enterprise Selling Process 411
Using ESP Methodology to Manage Accounts 412
Scenario for Enterprise Selling Process 412
Process of Enterprise Selling 413
Adding ESP Business Unit and Service Unit Information 414
Adding ESP Business and Service Unit Offerings 415
Conducting an ESP Organizational Analysis 417
Charting the Organizations Reporting Structure 418
Adding Partners for ESP Analysis 420
Viewing the BU/SU Offering Summary 421
Adding ESP Objectives 421
Adding ESP Account Plan Highlights 422
Viewing an ESP Managers Review 423
Chapter 38: Target Account Selling

Using Target Account Selling to Manage Opportunities 425
Scenario for Target Account Selling 426
Process of Target Account Selling 427
Completing a TAS Overview 428
Assessing an Opportunity 430
Developing Strategy with TAS Competitive Analysis 433
Conducting an Organizational Analysis 434
Developing a Relationship Strategy 437
Adding Customer Milestones 438
Viewing PRIME Activities 439
Adding Notes 440
Chapter 39: Managing Portfolios

About the Portfolio Management Process 441
Scenario for Managing a Portfolio 442
Roadmap for Managing Portfolios 443

Contents
Creating a Portfolio Plan 443

Process of Segmenting Accounts 445
Assessing Current Revenues 445
Assessing the Future Potential of Accounts 446
Viewing the Portfolio Segmentation Map 447
Process of Analyzing the A Accounts 447
Process of Analyzing B, C, and D Accounts 448
Entering Details of the Account 448
Assessing Business Units and Service Units 449
Analyzing Selected Units 450
Reviewing Opportunities 450
Reviewing Organizational Analysis 451
Reviewing Marketing Events 452
Reviewing Partners 453
Reviewing Objectives and Action Plans 454
Performing a Manager Review of a Portfolio Plan 455
Adding Solutions to Portfolio Plans 455
Appendix A: System Preferences
Index

1 Whats New in This Release
Whats New in Siebel Applications Administration Guide, Version 8.1

Table 1 lists changes in this version of the documentation to support Release 8.1 of the software.
Table 1. Whats New in Siebel Applications Administration Guide, Version 8.1
Topic Description
Enabling Cancel Query on page 46 Updated the procedure with new parameters.
Administering Global Time Zone Modified this topic to reflect the ability to set start and end
Support on page 59 dates for daylight savings time by year.
About Forms Integration on Added a note regarding Siebel E-Support for Public Sector.
page 287
Generating a Default Hierarchy on Added information about the log file.

page 325
Updating a Custom Hierarchy on Added information about the log file.

page 328
Updating a Custom Hierarchy by Changed text about restoring a customer hierarchy to text
Processing Deleted Records on about updating a customer hierarchy by processing deleted
page 330 records. Also, added information about configuring the new
Update Hierarchy with Deletion button, which replaces the
Restore Hierarchy button.
Configuring Error Log Files for Added this procedure for configuring the error log file for
Hierarchy Changes on page 330 Generate Hierarchy, Update Hierarchy, and Update Hierarchy
for Deletion.
Adding Business Objects to the Added a procedure for adding new nodes to the accounts
Global Accounts Hierarchy View on hierarchy tree for business objects configured in Tools.
page 331
Viewing Global Accounts (User) on Updated this topic to reflect the hierarchy view for business
page 334 objects, which replaces the tab view.

Whats New in This Release
Table 1. Whats New in Siebel Applications Administration Guide, Version 8.1
Topic Description
Chapter 32, Intelligent Offer Changed the name of the feature throughout the chapter and
Generation Using Oracle Real-Time updated topic titles to include a Call Center reference.
Decisions for Call Center Deleted topic relating to importing communication
configuration seed data because it is unnecessary starting
with 8.0 release. Modified the prerequisites for IOG. Modified
step 3 in Opening Decision Center for Editing. Changed the
text file names for creating views in the SIEBEL_OLTP
database. Modified the procedure for activating offers.
Removed lists of report names and While you are in a view, click Reports to see a list of the
report topics available preconfigured reports for the data in that view. The
list specifies which reports are available as Actuate reports
and which are available as Oracle Business Intelligence
Publisher reports. From the list you can access individual
reports. For more information about reports, see Siebel
Reports Administration Guide.

2 Getting Started
This chapter includes the following topics:
Getting Started Prerequisites on page 21
Starting the Application for the First Time on page 22
Entering License Keys on page 23
Selecting a Data Source on page 27
About Seed Data on page 28

Summary of Applications Administration Tasks on page 28
Getting Started Prerequisites

After you have successfully installed the Siebel system, you need to enter license keys so that you
and your organization can access Siebel products that your organization has purchased. After the
license keys have been entered, you are ready to set up your Siebel applications.
Before you can begin to use your Siebel applications, the software listed in Table 2 must be correctly
installed.
Table 2. Required Software
Software For Information, See
Siebel Gateway Name Server Siebel Installation Guide for the operating system you are
using
Siebel Server
Siebel Database Server
Siebel Tools or Siebel Developer Web
Client
Siebel Business Applications Application-specific administration guide and this guide
Once these Siebel servers and applications are successfully installed, you can proceed to enter
license keys for specific Siebel applications.

Getting Started Starting the Application for the First Time
Starting the Application for the First

Time
In order to begin setting up your Siebel application, you must log in with administrative
responsibilities. The Siebel database server installation script creates a Siebel administrator account
that you can use to perform administrative tasks. The default user ID and password are SADMIN and
SADMIN (case-sensitive). Your database administrator may also have created a user ID and
password that allows you to access the Siebel Server and perform the required setup. To set up
entities in the Group Administration view, you must be connected to the Siebel Server; you do not
have full administrative capabilities for this view if you are connected to the local database or working
in a mobile Web client.
NOTE: The responsibility for the SADMIN ID that comes with Siebel applications cannot be modified.
However, you can copy this responsibility and modify the copy. For more information, see Siebel
Security Guide.
You can start Siebel applications from the Siebel Developer Web Client or from the Siebel Web Client.
Instructions for both are described below.
TIP: If you have not yet entered any license keys, you must enter the first license key from the
Siebel Developer Web Client or from Siebel Tools. For more information, see Entering License Keys
on page 23.
To start a Siebel application from the Siebel Developer Web Client for the first time
1 From the Start menu, choose Programs and then choose your Siebel application.
2 Enter SADMIN in the User ID and Password fields.
3 In the Connect to field, choose the server database from the drop-down list and click OK.
For information about the other databases available in the Connect to drop-down list, see
Selecting a Data Source on page 27.
4 If a message tells you that there is no valid license key, click OK.
5 In the License Key dialog box, enter the Siebel Business base application license key, and click
OK.
For more information about license keys, see Entering License Keys on page 23. If you need to
enter additional license keys, see Entering an Additional License Key on page 25.
To start a Siebel application from the Siebel Web Client for the first time
1 Open your Web browser.
2 Go to the URL for your Siebel Web Client.
The login screen appears.

Getting Started Entering License Keys
3 Enter SADMIN in the User ID and Password fields and click OK.
NOTE: If a message tells you that you have not been licensed for this feature, you must enter a valid
license key, using either Siebel Tools or the Siebel Developer Web Client, before you can access the
application. For more information, see Entering License Keys on page 23.
Entering License Keys

The Siebel license key is generated so that your organization's users can access the Siebel products
that your organization has purchased. The license key is a series of numbers (up to 54 digits). Your
organizations specific license key is included in the Welcome Package. You must enter this license
key before you begin to use the Siebel product, products, or optional modules that your organization
has purchased. Because the license key resides in the database and not on the client machine,
everyone who accesses the Siebel database uses the same license key.
Your license key activates the screens and views associated with the applications and modules that
your organization has purchased. If you have been assigned multiple license keys, their effect is
cumulative, as you enter them.
Customers upgrading from earlier versions of Siebel software may notice differences between the
Siebel product and the products listed in the Welcome Package. These generally reflects changes in
naming and bundling of Siebel products. For example, a functionality that was previously sold
separately might now be bundled into a single product, or included in a base application, or simply
have been renamed. It is recommended that you run the application itself to verify that all of the
functionality that you expected is there.
Customers using Siebel products which are upgrades from earlier versions may notice differences
between the views in the previous product and the views in the upgraded product. Reasons for this
may include the following:
The view you are looking for is not available from the application that you have launched.
You logged in as a user who does not have responsibilities for the view. In order to evaluate all
of the views available in the product, log in as a Siebel administrator.
The method of accessing the functionality may have changed, or the functionality may have been
replaced by more comprehensive features that work differently. Consult the Siebel Bookshelf for
information on functionality changes in the latest release.
NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-
Delivery. It might also be installed locally on your intranet or on a network location.
The location or name of the screen or view may have changed. You can review the Site Map or
consult the Siebel Bookshelf for information on current view locations.
However, if you do not see views that you expected, or if you see views that you did not expect, and
feel that it impacts the functionality you have purchased, create a service request (SR) on
OracleMetaLink 3. Alternatively, you can phone Global Customer Support directly to create a service
request or get a status update on your current SR. Support phone numbers remain the same and
are listed on OracleMetaLink 3. If your license key has expired, create a service request on
OracleMetaLink 3.

Entering the First License Key

Before you enter the first license key, the following software must be correctly installed: Gateway
Name Server, Siebel Server, Siebel Database Server, Siebel Business Applications, and one of the
following: Siebel Developer Web Client or Siebel Tools. After the first Siebel Developer Web Client or
Siebel Tools installation, the first user to connect to the Siebel database is required to enter a license
key in order to use the product.
To enter the first license key

1 Start either Siebel Developer Web Client or Siebel Tools.
NOTE: You have the choice of entering the first license key in either Siebel Developer Web Client
or Siebel Tools. You can enter any Siebel license key in either Siebel Developer Web Client or
Siebel Tools.
2 Log in as the system administrator and connect to the server database.
Use SADMIN as the login name and SADMIN as the password, and choose Server in the Connect
to drop-down list.
NOTE: If you are the first to log in to Siebel Developer Web Client after a new Siebel installation,
you get the error message There is no valid license key in the database. If you are the first to
log in to Siebel Tools after a new Siebel installation, you get the error message No valid license
keys were found in the database.
3 If you are logged in to Siebel Developer Web Client, click OK. If you are logged in to Siebel Tools,
click Add Key.
4 In the License Key dialog box, enter the Siebel Business base application license key or the Siebel
Tools license key, and then click OK.
CAUTION: Enter only a Siebel Business base application license key or the Siebel Tools license
key. If you enter an optional-module license key without having a Siebel Business base
application license key already entered, an error message appears. The error occurs because the
Home Page view is required to start Siebel Business base applications, and Home Page views are
not included in optional module license keys.
5 Close Siebel Developer Web Client or Siebel Tools, whichever you started in Step 1 on page 24.
6 Restart the Siebel Server System Service. (For more information, see Siebel System
Administration Guide.)
7 Start the Siebel application associated with the license key that you entered.
For example, if your license key is for Siebel Sales, start Siebel Sales; if your license key is for
Siebel Tools, start Siebel Tools.
NOTE: After entering the initial license key, if you discover that you made an error when entering
the license key, you can correct the license key in the Key Value field in the Application Administration
screen, License Key view.

Entering an Additional License Key

After entering the initial key, you can add or delete license keys through Siebel Business Applications
as long as your Siebel user responsibility includes the Siebel License Key view. You can do this
immediately if your purchase included more than one license key, or you can add license keys as
your organization purchases more Siebel applications or optional modules.
To enter an additional license key using a Siebel application

1 Start the Siebel applicationfor example, Siebel Call Center. You can use Siebel Web Client or
Siebel Developer Web Client.
to drop-down list. If the system administrators password has been changed, use the current
password.
3 Navigate to the Administration - Application screen > License Keys view.
4 Add the new license key:
a In the License Keys list, create a new record.
b In the new record, enter one license key in the Key Value field.
c Repeat Step a and Step b for each license key to be entered.
5 Close the application.
Start any Siebel application or module associated with a license key you have entered.
For help installing your license keys, create a service request (SR) on OracleMetaLink 3.
To enter an additional license key using Siebel Tools

1 Start Siebel Tools.
NOTE: To enter additional license keys in Siebel Tools, you must have first entered the Siebel
Tools license key.
to drop-down list. If the system administrators password has been changed, use the current
password.
3 Choose Help > Technical Support from the menu bar.
4 In the Technical Support Information dialog box, click License Key.
5 Add a license key:
a In the License Keys dialog box, click Add Key.

b In the new record, type in one license key and then click OK.
c Repeat Steps a and b for each license key to be entered.
6 Close Siebel Tools.
Start any Siebel application or module associated with a license key you have entered.
License Key Fields

Table 3 describes the files in the license key record.
Table 3. Fields in the License Key Record
Field Description
Key Value The license key from your Welcome Package. Create a new record for each license
key.
Status Automatically entered based on the license key.
OK means the license key has not expired.
Expired means the license key has expired.

MaxUsers Automatically entered based on the license key.
The maximum number of concurrent users allowed in your license agreement

with Oracle.
Expires Automatically entered based on the license key.
The expiration date for the license key in your license agreement with Oracle.
Hiding Access to License Keys

There are two ways that you can hide access to license keys: hiding the License Keys administrative
view within Siebel applications and hiding the License Key button within Siebel Tools.
Within Siebel Applications. You may want to hide the License Keys view in the Application
Administration screen, in order to discourage unauthorized users from attempting to change
license keys. To hide the License Keys view, remove it from the responsibility associated with the
users who should not have access to it. Responsibilities control the views to which users have
access. For more information about creating and modifying responsibilities, see Siebel Security
Guide.
Within Siebel Tools. You may want to disable the License Key button, found in the Technical
Support Information dialog box (available from the Siebel Tools Help menu), in order to
discourage unauthorized users from attempting to change license keys. You can disable the
License Key button by selecting the Siebel Administrator responsibility and deleting the Edit
License Key view.

Getting Started Selecting a Data Source
Selecting a Data Source

When you start a Siebel application from the Siebel Developer Web Client, you specify the data
source to which you want to connect.
The following databases are potentially available to administrators and end users:
Local. Resides on your local computer. Can be synchronized with the corporate database.
Typically stored on a laptop computer and used by mobile users who are not connected to a
server when working.
Server. This is your enterprise server database.
Sample. A database of sample data, stored on your workstation. Using this database, you can
experiment with a Siebel application without risk of damaging actual organizational data.
You should always perform system administration tasks against the server database. Although you
can perform these tasks against your local database and synchronize, doing so has the potential to
cause errors, including data conflicts. In addition, performance problems can result from a large local
database, and from routing large numbers of transactions.
About the Sample Database

Siebel Business Applications include a sample database to use in demonstrating, evaluating, or
experimenting with the Siebel client and Siebel Tools. (For more information, see Siebel Installation
Guide for the operating system you are using.)
The sample database includes a number of demo user accounts (SADMIN is one of these). Each of
these has a predefined responsibility that reflects the demo users position within the sample
organization. If you log in to the sample database as a demo user, you can access certain views
within Siebel Business Applications based on the demo users responsibility.
You do not need to install server components to run the Siebel sample database. However, you
cannot access the Administration - Server Management screen if the server component is not
running. The sample database cannot be copied to the server data sources.
To log on as a demo user, double-click the icon for the listed application in the Siebel client program
group. Applications listed as Demo automatically log the indicated user into the sample database.
For the other applications, enter the user ID and password in the logon dialog box and choose
Connect to: Sample. For more information about the sample database, including a list of demo users,
see Siebel Release Notes on OracleMetaLink 3.
The sample database that ships with the Siebel system has a built-in license key that includes access
to all views and modules for a period of a year from the initial ship date of the product.

Getting Started About Seed Data
About Seed Data

The enterprise database of your default Siebel application contains some built-in seed data, such as
organization, division, position, responsibility, employee records, and a list of countries for
addresses. You can use this seed data for training or testing, or as templates for the real data that
you enter. This seed data is only a starting point from which you can add more information as
required. For more information on the seed data, including descriptions of seed data records, see
Siebel Security Guide.
Summary of Applications Administration

Tasks
Table 4 summarizes the additional application administration tasks necessary to set up various Siebel
Business applications and optional modules.
Table 4. Application Administration Tasks
If You Want to You (May) Need to Perform For More Information, See
Use any base Initial Setup tasks. Chapter 3, Initial Setup

application (for
Ongoing administration tasks. Chapter 4, Ongoing
example, Siebel
Application Administration
Sales or Siebel Call
Tasks
Center)
Control access to Establish a strategy for controlling access Siebel Security Guide
views or data to views and data:
Establish the business environment

(such as organizations, divisions,
territories)
Add employees
Assign responsibilities to employees
Launch a global Locale and language administration tasks. Setting Up Locales on

deployment page 35
Setting Up Languages on
page 62
Siebel Global Deployment

Guide
Manage global Account administration tasks: Set up Chapter 27, Global Accounts
accounts global account hierarchies.

Getting Started Summary of Applications Administration Tasks
Table 4. Application Administration Tasks
If You Want to You (May) Need to Perform For More Information, See
Use Application Set up Web services and activate Chapter 24, Integration Using
Services Interfaces workflows for the ASIs. ASIs
(ASIs) for accounts,
contacts, or
households
Create catalogs for Create catalogs for products, literature, Siebel Order Management
data, including solutions and auctions. Guide
products
Use Correspondence, Set up the Siebel Document Server, and Siebel Correspondence,
Presentations, and create templates. Proposals, and Presentations
Proposals Guide
functionality
Use the calendar to Calendar administration tasks. Chapter 16, Calendar

set up resources,
such as conference
rooms, equipment,
and projectors
Use Assignment Create skills and other criteria. Siebel Assignment Manager
Manager to Administration Guide
automatically assign
tasks to appropriate
users
Use Siebel Marketing Marketing administration tasks. Siebel Marketing Installation

and Administration Guide
Manage lists of List Management tasks. Siebel Marketing User Guide

prospects, contacts, and Chapter 19, Global Target
accounts, positions, List Management
and employees
Use Competency Skills and competencies administration Siebel Project and Resource
Management System tasks. Management Administration
Guide
NOTE: These are different skills than
those used by Assignment Manager.
Use Time Sheets and Time Sheet and Expense Report setup Siebel Project and Resource
Expense Reports tasks, such as creating work types. Management Administration
Guide
Manage Service Service administration tasks. Siebel Field Service Guide

schedules, Service
Assets, Warranties
Manage orders and Order administration tasks. Siebel Order Management

the order process Guide

Getting Started Summary of Applications Administration Tasks

3 Initial Setup
This chapter is about initial setup tasks. It includes the following topics:
About Initial Setup on page 31
Summary of Initial Setup Tasks on page 32
Adding Views to the Application on page 33
Completing Employee Setup on page 33
Assigning Skills on page 35

Setting Up Locales on page 35
Setting Up Satmetrix Survey Reports on page 39
About Initial Setup

Once your Siebel products are successfully installed, you need to perform a number of tasks to set
up and administer the application.
Initial setup tasks are those which must be completed in order for your Siebel applications to work
correctly, and then may be done infrequently, for instance, as your company grows.
Ongoing tasks are done on an occasional or ongoing basis, and are described in Chapter 4, Ongoing
Application Administration Tasks.

Initial Setup Summary of Initial Setup Tasks
Summary of Initial Setup Tasks

Table 5 summarizes the initial setup tasks and the order in which you should perform them.
Table 5. Required Tasks During Setup
Task Comments
Add any custom views. Custom views are created in Siebel Tools and must be
added to your Siebel application. Custom views should be
added to the Views view before you define responsibilities.
For information about adding views, see Adding Views to
the Application on page 33.
Determine access control strategy and Siebel applications can be set up to support many
define business environment strategies for your company to control access to views and
structure. data. These strategies include methods such as defining
your business environment structure (organizations,
internal and external divisions, and so on), defining
employee positions, and creating access groups so that
specific groups of people have access to specific views and
data.
These decisions should be made early in the deployment

process, so that the strategy can be implemented during
the initial setup.
For more information about controlling access to views

and data, and the procedures for implementing access
control, see Siebel Security Guide.
Enter employee records into system Enter employee records after you have defined your
(database and application) and business environment structure. You need to assign at
determine employee access to views least one responsibility to each employee, and you may
and data. also assign organizations, positions, or other access
control parameters.
For more information about entering or deactivating

employee records, see Siebel Security Guide.
Complete employee setup. For information about associating additional information

to an employee record, see Completing Employee Setup
on page 33.
Set up locales. Locale Codes and parameters are necessary for a global
deployment. For more information, see Setting Up
Locales on page 35.

Initial Setup Adding Views to the Application
Adding Views to the Application

Developers create new views through Siebel Tools. In order for the views to become available for
administrators to work with, you must add them to the Views screen in the application before you
define your business environment.
Example: You want to add an Opportunities view in the Reference screen. In Siebel Tools, you create
the view and name it Reference Opportunities. (For details on creating views, see Configuring Siebel
Business Applications.) In your Siebel application, you follow the steps below and add the Reference
Opportunities view in the View Administration view. After it has been added in both places, the view
can be made accessible to the appropriate users. For details about controlling visibility to views, see
Siebel Security Guide.
To add customized views to the Siebel application

1 Navigate to the Administration - Application screen > Views view.
2 In the Views list, create a new record, and complete the necessary fields.
You generally do not need to modify or delete views that are already listed. You would only need to
modify a view if its name was changed in Siebel Tools. A view would need to be deleted only if it no
longer existed in the data model schema, or if you did not want anyone to have access to it. Instead
of deleting views, administrators should remove the views from responsibilities and keep them in the
database.
NOTE: Only visibility-level views can be configured to appear in the Site Map.
Completing Employee Setup

After completing the employee setup procedures described in the Siebel Security Guide, which are
required to allow employee access to the Siebel application, views and data, you complete employee
setup by providing additional information. This can include the following:
Assignment Rules. Allows you to see and administer the assignment rules for an employee. For
more information on assignment rules, see Siebel Assignment Manager Administration Guide.
NOTE: You must be logged on to a server database to use the Employee Assignment Rules view.
Availability. Lists the projects for which an employee is on staff, or for which an employee has
been requested. For more information, see Siebel Project and Resource Management
Administration Guide.
NOTE: Employees can also change their availability in the Availability view on the User
Preferences screen.
Exception Hours. Specifies what days and hours an employee is not available.
Utilization. Displays a chart with the monthly and quarterly utilization of the currently selected
employee. Managers use this chart for monitoring professional services projects and employees.
For more information about professional services, see Siebel Project and Resource Management

Initial Setup Completing Employee Setup
Tools. Defines the tools that field service engineers carry with them or have access to. It allows
a call center person to check whether the engineers have the correct tools for the jobs they are
assigned to.
Job Information. Specifies the job profile, salary, compensation ratio, pay currency, and
location of employee.
Calendar administration. Defines the calendar properties and access for an employee. For
more information about Calendar administration, see Chapter 16, Calendar.
Assignment Skills. Defines an employees skills and skill items, along with their level of
expertise. Skills can be used as assignment criteria in Siebel Assignment Manager. For more
information about how the Siebel application uses skills, see Siebel Assignment Manager
Skills can also be used in the Project and Resource Management product for managing resources.
For information about these types of skills, see Siebel Project and Resource Management
Employee Query. Allows queries to identify employees with particular skills and expertise.
Service Details. Provides details about the shift start and end locations, hourly costs, overtime
availability and other details for a service employee.
Competency. Provides a list of areas in which the employee has some demonstrated level of
knowledge or accomplishment.
Education. Provides details of an employees education history.
Past Work Experience. Provides details of an employees work history.
Honor/Award. Provides list of honors and awards earned by an employee.
Membership. Provides details of an employees memberships in various organizations.
Certification. Provides details of an employees certification.
To complete the employee setup

1 Navigate to the Administration - User screen > Employees view.
2 In the Employees list, drill down on the employee for whom you want to add additional
information.
3 Click the More Info view tab.

Initial Setup Assigning Skills
4 In the form, complete any necessary fields.
Some of the fields are described in the following table.
Field Description
Configuration Specifies which Siebel product or group of software components to

associate with the currently selected employee. For more information, see
Siebel Anywhere Administration Guide.
Available Until May be used to indicate the active period of an employee. Used in
conjunction with the Availability, Overtime Availability, and Next Available
fields.
5 Click any other appropriate view tab.
6 Create a new record, if needed.
7 Enter the appropriate information.
Assigning Skills
At the levels of organizations, positions, and employees, you can add skills. Skills are used for
assigning employees to certain projects, service requests, and so on. Skills added to an organization
apply to all employees assigned to that organization. Skills assigned to a position apply only to the
employee assigned to that position. You create skills with Siebel Tools.
Employees can track and update their own skill profiles in the User Preferences Profile view.
For more information about how your Siebel application uses skills, see Siebel Assignment Manager
Setting Up Locales
A locale is a set of rules guiding how common data is displayed to the user or received from the user.
These rules are used to format data from a database before displaying the resulting information in
output fields on the user interface. Siebel applications support language and geographical
conventions for the display language of picklists, and formatting of data such as dates, time,
numbers, and currency based on locale settings.
The Locale information is stored in the Locale Table (S_LOCALE). The data in this table is maintained
by the administrator using the Locale Administration view. For more information about languages
and locales, see Siebel Global Deployment Guide. For more information about configuring the
formatting for dates and currency, see Configuring Siebel Business Applications.
The locale with which the Component Object Manager processes are initialized is determined by the
value of the parameter Locale Code. Although this is set during installation, it may be changed to
the locale code of any locale that is preconfigured with the Siebel application or added by the
administrator. The Locale Code parameter can be set at the Enterprise, Server, or Component level.

Initial Setup Setting Up Locales
A number of locales and their parameters come prebuilt with the standard Siebel application. You
can also create and revise locales in the Locale Administration view.
After a locale and its parameters are defined, you can create translations for locale names that
display in the locale pick applet, rather than the three letter acronym locale code. For example,
instead of showing ENU as locale name, the administrator provides EnglishUnited States as a
translation for English speakers and IngleseStati Uniti dAmerica for Italian speakers. Only
translated locale names are exposed to end-users on locale pick applets.
NOTE: Whereas the Siebel Web Clients use the locale settings specified in the Locale Administration
view, the Siebel Mobile Web Client and the Siebel Developer Web Client use the locale settings
defined in the client operating systems regional settings.
Setting up a Server Object Manager includes assigning a locale to the Object Manager. Because the
locale directs how locale sensitive information, such as date, time, and numbers are different from
country to country, customers must complete an Object Manager for each country in which they have
users in order to provide the users with correct looking data for their locale. (It is not necessary to
complete an Object Manager for each country in Siebel Developer Web Clients, because dedicated
clients use the regional settings of the dedicated client machine.)
To create a locale
1 Navigate to the Administration - Data screen > Locale view.
2 In the Locale list, create a new record, and complete the necessary fields.
Some fields are described in the following table.
Field Description
Date Separator Designates the symbol used to separate the components of the
date. This symbol replaces the slash mark (/) in the date format
(01/01/2010).
International Dialing Designates the country codes to display in phone numbers,

Code suppressing the country code for phone numbers that are in the
users locale. For example, if the phone numbers for two accounts
are the following:
+33 1-23 42 34 56, for an account based in France (+33 is the

country code for France)
+1 6502955000, for an account based in the U.S. (+1 is the

country code for the U.S.)
To a user based in the U.S. (locale ENU) the International Dialing

Code value is USA and Canada (1), and the above phone numbers
display as follows:
+33 1-23 42 34 56
(650) 295-5000

Field Description
List Separator Designates the symbol used to separate consecutive numbers in a

list.
For example:
In the U.S., consecutive numbers are separated by a comma:

1.23,3.57,4.01
In France, consecutive numbers are separated by a semi-

colon: 1,23;3,57;4,01
Locale Code Siebel applications use the three letter acronym (TLA) code
conventions of Microsoft for locale name. In most cases, the TLA is
created by taking the two-letter language abbreviation from the
ISO Standard 639 and adding a third letter as appropriate to form
a unique identifier.
For information on Microsoft codes, see your Microsoft

documentation.
Locale Name The naming convention is generally Language NameTerritory, for

example, EnglishUnited States, EnglishUnited Kingdom, or
FrenchFrance.
Long Date Format Specifies the appropriate long date format, using spaces, commas,
or periods as separators. Long date formats contain day and month
names.
For example: dddd, MMMM dd, yyyy

as in Friday, June 21, 2004
A forward slash (/) in the format acts as a placeholder for the Date
Separator symbol.
NOTE: Long dates are only supported for the calendar, the Gantt
chart, salutation text on the home page, and balloon text in some
charts.
Negative Currency Specifies the location of the negative sign (-) with respect to the
Format currency symbols and digits (100).
For example:
For U.S. format, ($32.45), select (s100)
For British format, -32.40, select -s100
Number Decimal Specifies the symbol used to indicate the decimal place.
Separator
For example:
French format: 1 234,34 (comma as decimal symbol)
U.S. format: 1,234.34 (period as decimal symbol)

Field Description
Number Fractional Digits Designates the number of digits after the decimal separator. For
example, the number 12.340 has a number fractional of 3.
This applies to data fields of type DTYPE_NUMBER.
Number Grouping Designates the symbol used to group numbers.

Separator
For example:
French format: 1 234 (space as number grouping separator)
German format: 1.234 (period as number grouping separator)
U.S. format: 1,234 (comma as number grouping separator)
Number Leading Zero Designates whether to display a leading zero in numbers less than
one. For example, .7 or 0.7.
Positive Currency Format Specifies the location of the currency symbols with respect to the
digits (100).
For example: for U.S. format, $32.45, select s100.
Short Date Format Specifies the appropriate shortened date format.
For example:
International format: yymmdd
U.S. format: mm/dd/yy
German format: dd.mm.yy
The forward slash in the string mm/dd/yy is actually a placeholder.

It is replaced with the symbol specified in the Date Separator field.
For example, if the Date Separator value is a dash, -, then April 10,
2002 displays as 04-10-2002.
NOTE: If you enter a month number greater than 12, it defaults to

12. If you enter a day number greater than the number of days in
the month, it defaults to the last day of the month. For example, if
you enter 42/99/03 (U.S. format), the date defaults to 12/31/03.
Time AM Designator Specifies the symbol for designating time between 00:00 and
12:00.
For example: AM, a.m., am
Time Leading Zero Designates whether to display a leading zero in time fields. For
example:
12 hour clock with leading zero: 01:03 AM, 01:03 PM
12 hour clock without leading zero: 1:03 AM, 1:03 PM
24 hour clock with leading zero: 01:03, 13:03
24 hour clock without leading zero: 1:03, 13:03

Initial Setup Setting Up Satmetrix Survey Reports
Field Description
Time PM Designator Specifies the symbol for designating time between 12:00 and
24:00.
For example: PM, p.m., or pm
Time Separator Specifies the symbol used to separate the hours from the minutes.
UI Directionality Designates the direction of the text displayed.
To create a translation for a locale name

1 Navigate to the Administration - Data screen > Locale view.
2 Select the appropriate record.
3 Click the Locale Name Translation view tab.
4 On the Locale Name Translation list, create a new record, and complete the necessary fields.
Field Description
Language Designates the language code of the translation of the locale name. For
examples of language codes, see Siebel Global Deployment Guide.
Translated The exact translation of the locale name to appear in the picklist for users with
Name the designated language code. For example, for the locale EnglishUnited
States:
With ENU language code, the locale name is EnglishUnited States.
With ITA language code, the locale name is IngleseStati Uniti dAmerica.
Description Translated description of this locale.
To edit the current locale

1 Edit the locale record. (See To create a locale on page 36.)
2 To have the edits take effect, restart the applications Object Manager.
(For information about shutting down and starting Siebel Server components such as an Object
Manager, see the Siebel System Administration Guide.)
Setting Up Satmetrix Survey Reports

NOTE: This section only applies to those who have purchased Siebel Satmetrix Surveys or who have
purchased surveys directly from Satmetrix Systems.
In order to view Satmetrix survey reports through your Siebel application, you need to:

Add the Account Satmetrix Survey View view to the appropriate user responsibilities. For
information about how to add views to responsibilities, see Siebel Security Guide.
Enter the secret key string provided by Satmetrix Systems into the Satmetrix Key Value system
preference. For information about how to change system preferences, see Setting System
Preferences on page 44.
Extend the List of Values for WI_ARG_TYPE as described in To extend the List of Values for
WI_ARG_TYPE on page 40. This LOV defines the arguments for integrating with other portal and
internet applications.
Set up the symbolic URL for access to the Satmetrix reports server, as described in To set up
the symbolic URL for access to Satmetrix Reports on page 40.
To extend the List of Values for WI_ARG_TYPE

1 Navigate to Administration - Data > List of Values.
2 Create a new record, and complete the necessary fields.
Field Value
Type WI_ARG_TYPE
Display Value Satmetrix
Language-Independent Code Satmetrix
Active Yes
Translate Yes
Replication Level All
For more information about creating List of Values records, see Chapter 5, Working with Lists of
Values.
To set up the symbolic URL for access to Satmetrix Reports

1 Navigate to the Administration - Integration screen > WI Symbolic URL List view.
2 From the Show drop-down list, select Symbolic URL Administration.
3 In the list of symbolic URLs, select SatmetrixSurvey.
4 Make sure the URL is the URL for the reports server provided by Satmetrix Systems.

5 In the Symbolic URL Arguments list, complete the fields, using the following table as a guide.
Append
Required Argument as
Name Argument Type Argument Value Argument Sequence
EncodeUrl Yes Command FALSE Yes 1
version Yes Constant Obtain from Satmetrix Yes 2
windowsize Yes Command WebControl width=1000 Yes 3

height=500 border=1
type Yes Constant acct Yes 4
acctid Yes Field Id Yes 5
acctname Yes Field Name Yes 6
contactid Yes Constant * Yes 7
contactname Yes Constant * Yes 8
user Yes Profile Login Name Yes 9

Attribute
domain Yes Constant Obtain from Satmetrix Yes 10
model Yes Constant Obtain from Satmetrix Yes 11
created Yes Field Timestamp Yes 12
token No Satmetrix Satmetrix Surveys, Yes 13

CalculateToken
For more information about symbolic URLs, see Siebel Portal Framework Guide.


4 Ongoing Application
Administration Tasks
This chapter assumes that you have successfully installed your Siebel product and have completed
the tasks in Chapter 3, Initial Setup.
The tasks described in this chapter set up defaults that are used throughout your Siebel application.
For some implementations, the default settings provided through the seed data meet a companys
needs without customization. In other cases, administrators find it useful to make adjustments to
these defaults.
Setting System Preferences on page 44
Setting Up Predefined Queries on page 44
Enabling Cancel Query on page 46
Setting Up Currencies on page 46
Setting Up Currency Conversion on page 48
Setting Up Expense Types on page 51
Setting Up Payment Terms on page 52
Setting Up Periods on page 53
Working with Telephone Formats on page 54
Setting Up Pager Companies on page 58
About Date Formats on page 59
Setting Up ZIP Codes on page 59
Administering Global Time Zone Support on page 59
Setting Up Email, Fax, and Mail Accounts (Contact Us) on page 61
Setting Up Industries on page 62
Setting Up Languages on page 62
About Case-Insensitive and Accent-Insensitive Queries and Searches on page 63
Adding Web Browser Capabilities on page 64
Adding Additional Web Browsers on page 66
Administering Quick Fill Templates on page 68
Setting Up Default View Links for Screen Home Pages on page 68

Ongoing Application Administration Tasks Setting System Preferences
Setting System Preferences

System preferences control how Siebel applications operate in your environment. You need to review
default settings and modify these as appropriate for your environment.
For a list of the system preferences in Siebel applications, see Appendix A, System Preferences.
To set system preferences

1 Navigate to Administration - Application screen > System Preferences view.
2 Check that the default system preference values are correct in your environment, or change
values for system preferences as needed.
Some system preferences may not take effect until the affected components are restarted. (For
information about shutting down and starting Siebel Server components such as an Object
Manager, see Siebel System Administration Guide.)
Setting Up Predefined Queries

This section discusses how to set up predefined queries. It includes the following topics:
About Setting Up Predefined Queries. Predefined queries (PDQ) automate queries that a user
can perform online.
Things to Remember. A list of things to remember when setting up queries.
Procedures. How to create a predefined query by saving a query and set up a query in the
Predefined Query view.
About Setting Up Predefined Queries

Predefined queries (PDQ) automate queries that a user can perform online. Rather than creating a
query, entering criteria, and running the query, the user selects a PDQ from the Queries drop-down
list.
Predefined queries can be private (available only to the person who created them) or they can be
public (available to all the users of the application).
There are two ways to set up predefined queries:
Create and execute a query in the usual way, and then save the query.
Create or modify a predefined query in the Predefined Query screen.
Things to Remember
When setting up queries, remember:
The Administrator can define a PDQ using both displayed and nondisplayed fields.
You can reference only fields from the current applets business component in your query.

Ongoing Application Administration Tasks Setting Up Predefined Queries
On occasion, using the wildcard * to find all entries in a field may cause a performance problem.
If it does, use IS NOT NULL instead. For more information about query operators, see Siebel
Fundamentals.
Predefined queries are defined on a business object. All screens based on the same business
object display all the predefined queries created for that business object.
Querying on fields of data type DTYPE_NOTE is not supported on some database platforms.
Procedures
The following procedures describe how to create a predefined query by saving a query and how to
set up a query in the Predefined Query view.
To create a predefined query by saving a query

1 Navigate to the screen where you want to run the query.
2 Create and execute a query.
3 From the application-level menu, choose Query > Save Query As.
4 In the Save Query As dialog box, enter a name for the query.
The query is added to your list of predefined queries. This query is private, and only you can view
it.
5 If you want to make the query public:
a Navigate to the Administration - Application screen > Predefined Queries view.
b In the Predefined Queries list, deselect the Private field in the record for the query you just
created.
To set up a predefined query in the Predefined Query view

1 Navigate to the Administration - Application screen > Predefined Queries view.
2 In the Predefined Queries list, create a new record, and complete the necessary fields.
Field Comments
Name This is the name that appears in the predefined query drop-down list.
Object The object upon which the query is performed.
Private Marked if the query is available only to the person who created it.
When you unmark a query to make it public, the other users must first exit the
application and reenter before they can see the newly public query.

Ongoing Application Administration Tasks Enabling Cancel Query
Field Comments
Query The SQL code for the query.
When you create a query for a field that is a multi-value group, you can use the
EXISTS operator to query nonprimary child records.
NOTE: You cannot use SQL functions in the query for a predefined query.
For more information about the syntax, see about operators, expressions, and
conditions in Siebel Developers Reference.
Cache If this is Y, the query returns all rows up to the value of the
Result DSMaxFetchArraySize parameter set for the data source.
For information about setting DSMaxFetchArraySize, see about modifying

Named Subsystems in the Siebel System Administration Guide.
NOTE: Setting DSMaxFetchArraySize to -1 and Cache Result to Y may cause

memory problems for queries returning many rows.
Enabling Cancel Query

The cancel query feature allows users to stop their slow or incorrect queries while using Siebel Web
Client. If the query does not return records within a given number of seconds (the timeout period),
a dialog box appears, which allows the user to cancel the query.
The cancel query feature is enabled through the CancelQueryTimeOut parameter.
To enable the cancel query feature

1 Navigate to Administration - Server Configuration > Enterprises > Component Definitions.
2 Query for Call Center Object Manager (ENU) and select it.
3 In Component Parameters, change the CancelQueryTimeOut parameter to:
CancelQueryTimeOut = timeout
where timeout is any integer of zero or greater.
For example, if CancelQueryTimeOut = 3, the cancel query dialog box appears if records are not
returned within 3 seconds.
NOTE: A timeout value of less than zero, for example, -1, disables the feature.
4 Restart the Siebel Server.
Setting Up Currencies
You specify the currencies your company uses by:

Ongoing Application Administration Tasks Setting Up Currencies
Making Currencies Active. If the application includes the currency definitions you need, you
make these currencies active.
Defining Currencies. If you need additional currencies that have definitions the application
does not include, you must also define these currencies.
NOTE: If you use multiple currencies, you must also set up exchange rates before you import data
that contains foreign currencies and before you use any of the Siebel currency features.
Making Currencies Active

The application includes more than 30 currency definitions. If your currency is one of these, you need
only mark it as active.
To make currencies active

1 Navigate to Administration - Data screen > Currencies view.
2 For any currency that you want to make active, click the Active column in the Currencies list.
3 (Optional) Enter the Start Date and End Date in the form to specify the date when this currency
becomes active and the date when it is no longer active.
Defining Currencies
If your company uses any currencies that the application does not include, you must define them
and mark them as active.
If you modify the definition of currencies, you must clear the cache or log out and back in to the
application before the modification becomes visible. For more information about clearing the cache,
see Clearing the Cache on page 73.
You cannot delete a currency once you have defined it. If you no longer use it, you can mark it as
inactive.
To define a currency
Field Comments
Code A three-letter code for the currency.
Name The name of the currency.
Issuing Country The country that issues the currency.
Symbol The symbol for the currency, such as $.

Ongoing Application Administration Tasks Setting Up Currency Conversion
Field Comments
Scale The number of places after the decimal used for displaying currency in the
interface. For example, U.S. Dollars has a scale of 2 to accommodate the
cents, so an amount would be displayed as $10.50. If the scale were 1,
this same amount would be displayed as $10.5.
Smallest The smallest unit of currency available. For instance, the smallest unit of
Denomination currency for the U.S. Dollar is one cent, or .01 dollars. If there were no
cents, the scale would still be 2, but the smallest denomination would be
$0.05.
EMU Triangulation Check to indicate that this currency must be converted to other checked
currencies using the EMU Triangulation method.
Active Indicates whether or not the currency can be chosen by the end user.
Start Date The date when the currency becomes active.
End Date The date when the currency is no longer active.
Extended Scale The number of places after the decimal used for storing currency data in
the database. If the values in the Extended Scale and Scale fields are
different, results of currency calculations, for instance conversions or
discounts, may be different than expected. This is because the currency
values that are stored in the database are used for these calculations,
rather than the displayed values.
Setting Up Currency Conversion

This section discusses how to set up exchange rates and includes related background information. It
includes the following topics:
Setting Up Exchange Rates. You must set up exchange rates used to convert currencies.
Understanding the Euro and Triangulation. If a currency is part of the European Monetary
Union, you convert it to other currencies through the Euro.
Currency Conversion Functionality. The currency conversion rates that you set up are used
by a number of features of Siebel applications.
Setting Up Exchange Rates

After you have set up your currencies, but before you use any currency features or import data with
foreign currencies, you must set up exchange rates that are used to convert currencies.
If you fail to set up an exchange rate, currency is converted on a 1:1 basis. This means that the
amount stays the same but the currency symbol changes.
NOTE: To calculate exchanges between currencies, you must set up an exchange rate twiceone for
each currency. For instance, if you want to calculate exchange rates between U.S. dollars and
Japanese yen, you must set up an exchange rate for yen to dollars, and set up another rate for dollars
to yen.

To set up exchange rates

2 In the Currencies list, select the currency for which you want to establish exchange rates.
3 Click the Exchange Rates view tab.
4 In the Exchange Rates list, create a new record, and complete the necessary fields.
Field Comments
Type Currently, Daily is the only type used.
To Currency The currency to which you are converting the currency selected in the
currencies list.
Exchange Rate The conversion rate.
Exchange Date The date of this conversion rate. When converting currencies, Siebel
applications use the exchange rate date is closest to, but not past, the date
of the transaction. Depending on the accuracy that you need and on how
much currency values are fluctuating, you may want to enter a new
exchange rate every week, month, quarter, or year.
Siebel applications use the Exchange Date only to convert currencies in

transactions in which money has been or will be received. For example,
Quote Item Price has an Exchange Date field, because it represents money
that your company will receive, and your sales representatives should enter
the date when the money will be received.
5 Repeat this process to add additional exchange rates.
You must restart the Siebel client or use the clear cache command before any changes to exchange
rates can be seen in your Siebel application. For more information about clearing the cache, see
Clearing the Cache on page 73.
The Euro and Triangulation

NOTE: As of January 2002, the Euro Triangulation method for converting between currencies
belonging to EMU members is not needed for present and future currency exchanges. However, the
method is still available in Siebel applications, as are the old currencies, so that historical data can
be maintained accurately. The following description applies only to historical data needing conversion
prior to the 2002 switch to the Euro for the EMU member countries.
If a country is a member of the European Monetary Union (EMU), you should convert its currency to
other currencies through the Euro. This is called triangulation, and it is used whenever either
currency being converted has EMU Triangulation checked.

For example, if you are converting from USD to DEM and DEM has EMU Triangulation checked, you
must set up the conversion rates between US dollars and the Euro and between the Euro and US
dollars. You do not have to check the EMU Triangulation field for USD. The DEM is converted to EUR
according to the fixed exchange rate set by the European Monetary Union, and then the amount in
EUR is converted to USD according the exchange rate you set up.
The EMU Triangulation field is already checked for the following European Monetary Union member
nations: Germany (DEM), Belgium (BEF), Spain (ESP), France (FRF), Ireland (IEP), Italy (ITL),
Netherlands (NLG), Austria (ATS), Portugal (PTE), Finland (FIM), and Luxembourg (LUF). However,
you can check or clear this field. For instance, if the United Kingdom or Sweden joins the EMU, then
you can check the field for that currency.
To calculate triangulation conversion, the conversion rate is always expressed to six significant
figures. Conversions from one national currency unit into another are made by:
1 Converting the monetary amount from the national currency unit into the Euro.
2 Rounding the result to not less than three decimal places.
3 Converting the result to the target national currency.
4 Rounding the result to the lowest subunit of the target national currency, such as pfennig for the
German mark or centime for the French franc.
NOTE: The EMU Triangulation field should be checked only for currencies that are subdivisions of the
Euro.
Currency Conversion Functionality

Currency conversions currently occur in your Siebel application in various features. Some examples
follow:
Price lists. When you change the currency code of a price list, it prompts you for an exchange
date and converts the prices of all of the price list items.
Quotes. When you change the currency code of a quote, it will convert the discount amounts
and discount prices.
Forecasting. When you update forecast information from the opportunity, it will do a currency
conversion from the opportunity currency to the forecast currency if the currencies are different.
When you roll up the forecast lines, it will do a conversion from the forecast line currency to the
rollup forecast currency if the currencies are different.
Projects. When you create expenses in a currency different from the projects currency and
submit the expenses to the project, the expense amount will be converted from the expense
currency to the project currency in the Project Time Expenses Summary and Project Time
Expenses Adjustments views.
Rate lists. When you change the currency code of a rate list, it will prompt you for an exchange
date and convert the prices of all of the price list items.
Expense reports. When you prepare expense reports, you can perform currency conversion
between the expense currency and your default currency.
Reports. The following reports support currency conversion:

Ongoing Application Administration Tasks Setting Up Expense Types
Opportunity Pipeline Report by Rep. Opportunity revenues created in different currencies

will be converted in the Total and Subtotal fields to the users default currency.
Euro Expense Report. If expenses have been created in an EMU currency, all expenses will
be displayed in dual currencies.
Project Limit Summary Report.
Forecasting Reports.
Current Quotes Report.
Charts. The following charts support currency conversion:
Opportunity Current Opportunity Analysis. Opportunity revenue will be converted to the

users default currency if both the opportunity currency and the revenue currency are
different from the users default currency.
Forecast Analysis.
Setting Up Expense Types

When employees create expense reports, they choose an expense type for each line item in the
report. For example, when employees travel on business, they might have to enter line items with
expense types Food, Airfare, Car Rental, Hotel, and so on.
When you set up expense types, you specify what expense types are available to employees in the
drop-down list that they use to choose expense types. You also specify how these expense types are
to be categorized and summarized in expense reports.
You can also create establishments that are associated with these expense types. For example, if the
expense type is Airfare, you might associate establishments with it such as Air Canada and British
Airways. For more information about associating expense types with establishments, see Siebel
Project and Resource Management Administration Guide.
NOTE: Before you can add expense types and establishments, you must add them in the List of
Values Administration screen so that they can be displayed in the drop-down list. Create expense
types under EXP_ITEM_TYPE, and create establishments under EXP_ITEM_ESTAB. For more details
about List of Values administration, see Chapter 5, Working with Lists of Values.
To set up expense types

1 Navigate to the Expense Reports screen > Expense Types view.

Ongoing Application Administration Tasks Setting Up Payment Terms
Field Comments
Expense Type Enter the expense type that the employee will choose in the Expense Type
drop-down list of expense report line items, such as Airfare.
Report Enter a category for this expense type. This category will be used in
Category summary reports, such as Air/Rail Fare.
Summary Enter a larger summary category for this expense type, such as Travel Cost.
This summary category will be used in summary reports.
Setting Up Payment Terms

Payment terms are the different terms that you offer to your customers, such as Net 30 days and
Net 60 days. You set up payment terms so that they are available in your Siebel application, for
example in the Quotes screen.
To set up a payment term

1 Navigate to the Administration - Data screen > Orders > Payment Terms view.
Field Comments
Payment Term Enter a name for the payment term, such as Net 30.
Net Days If the payment term requires payment in a specific number of days after the
order date, enter the number of days. Optional.
Description Enter a description of the payment term. Optional.
Discount If there is a discount for early payment, enter the amount of the discount.
Optional.
Discount Days If there is a discount for early payment, enter the number of days within
which a customer must pay to qualify for the discount. Optional.
Due If there is a specific due date for payment, enter the due date. Optional.
Integration ID Users should not modify this system field. It is a cross-reference that links
the Siebel application to corresponding payment term information in the
back-office application.

Ongoing Application Administration Tasks Setting Up Periods
Setting Up Periods
Periods are time periods that are used in your business, such as Q1 2002 or Jan. 2001. Periods are
used extensively in the Siebel application, such as in forecasting, time sheets, incentive
compensation, and expense reports.
Be sure to set up periods far enough into the future that forecasting will work. For example, the
default forecast is for seven months ahead. Therefore, if you keep this default, you must create
periods defined for at least seven months from the current date for forecasting to work correctly.
After setting up a period, you can associate Period Units with it. Period Units allow you to define one
time unit in terms of another. For example, day periods can be associated with week periods for use
in Timesheets. When a new timesheet is created, based on a week period, each day in that week is
also added to the timesheet. This functionality requires the day periods to be associated as Period
Units with the week period.
To set up periods
1 Navigate to the Administration - Data screen > Periods view.
2 In the Period Definition list, create a new record, and complete the necessary fields.
Field Comments
Period Enter a name for the period, such as Q1 2001.
Closed Select this to indicate that the period has already closed.
Start Enter the start date for the period.
End Enter the end date for the period.
Type Select the type of period, such as month, quarter, or year.
Description Enter a description of the period.
To associate period units with a period

1 Navigate to the Administration - Data screen > Periods view, and select the appropriate period.
2 In the Period Units list, create a new record.
3 In the Period Units dialog box, select all the period units to associate with this period, and then
click OK.

Ongoing Application Administration Tasks Working with Telephone Formats
Working with Telephone Formats

Telephone formats specify how phone numbers are formatted when users enter the numbers in
phone number fields. You can only have one phone format for each country code. The phone format
is applied only when users enter numbers without other formatting symbols, such as a slash (/), or
dash (-).
Before users enter phone numbers, do the following:
Set the default locale. See Setting Up Locales on page 35. The default phone format is
determined by the locale setting.
Define phone formats for countries that do not have a format already defined. See Specifying
Phone Formats on page 55.
If a user enters a phone number from a country for which the format has not yet been specified, the
phone number might be formatted incorrectly.
NOTE: If you define any new phone formats, coordinate with communications administrators who
specify CTI functionality and define dialing filters. For more information, see Siebel Communications
Server Administration Guide.
CAUTION: If you modify the phone formats that are provided with your Siebel application, make
sure that you test the changes thoroughly.
North American Phone Formats

The default format for North American phone numbers is (000) 000-0000. The phone formatting logic
for North American phone numbers works as follows:
If the user enters 10 digits in a phone number field, it is formatted as (123) 123-1234.
If the user enters more than 10 digits, the first 10 digits are formatted as (123) 123-1234, and
the rest of the digits are formatted as the extension number. The user can enter up to 40 digits.
If the user enters fewer than 10 digits, an error message is displayed.
If the user begins the phone number with a zero (0), an error message is displayed.
This formatting logic is followed even when the default locale is not North America.
International Phone Formats

An international phone number is a phone number for a country other than the current default
country.
To enter an international phone number in a phone number field, the user must enter a plus sign
(+), followed by the country code. For example, the user can enter +44. If the user does not enter
a country code, the default country code is assumed.
When a user enters an international phone number in a phone number field, the formatting of the
number depends on the following:
The number of digits that the user enters
The number of digits specified for the country in the phone format

The formatting logic is described in the following table.
Number of Digits Formatting Details
Same as in format Formatted as specified.
More than in format First digits are formatted as specified. The rest of the digits are
formatted as an extension number.
Fewer than in format Entry is accepted without an error message. This is to accommodate
phone numbers of different lengths.
If there is no phone format for the indicated country, the number remains formatted in the same way
that the user enters the number. No error message is displayed.
Maximum Length for International Phone Numbers

Refer to Table 6 to calculate the safe maximum length for international phone numbers:
Table 6. Maximum Length for International Phone Numbers
Is there a phone format for Then, the safe maximum length for
the country? international phone number is
Yes C + 2N + E + 2 40
No 2C + 2N + E + 2 40
In the formulae in Table 6:
C is the length of the country code
N is the length of the city code and the subscriber number, including any formatting, such as
spaces or hyphens
E is the length of the extension number
Figure 1 shows an example.
Figure 1. Example Calculation of Maximum Length of International Phone Number
Specifying Phone Formats

If your users need to enter phone numbers for countries for which a format has not been entered in
your application, you must specify phone formats for those countries.

To specify phone formats

1 Navigate to the Administration - Data screen > List of Values view.
2 Query the Type field for the entry PHONE_FORMAT to see the existing phone formats.
Field Comments
Display Value Enter the format string.
Language- Use the number zero (0) to represent required digits, the character #
Independent Code to represent optional digits, and other formatting characters to
represent how to format the phone number. Do not include any
alphanumeric characters other than zero.
For example, to format an Australian phone number, which includes a

two-digit area code and a six- or eight-digit number, use (00) 000#
000#.
You do not need to include characters to represent the country code in

the format. When a user enters a number, the country code is
automatically shown if the default country is different from the country
code.
Order Enter the country code of the new format. When adding new codes,
make sure that no country code is a prefix of any other. For example,
because Indias country code is 91, you should not add a country code
of 9 or of 910 (or any other number beginning with 91).
Type Enter PHONE_FORMAT or choose it in the drop-down list.
4 Stop and restart the Siebel Server.
NOTE: When you change or add a phone format, the existing phone numbers are not updated
automatically.
CAUTION: When a user enters phone numbers, the user can enter letters in place of digits, but
computer telephony integration (CTI) features, such as outbound dialing, do not work for these
numbers. Queries for such numbers must include the letters, not the numeric equivalents. Siebel
Business Applications do not detect or warn users if they enter Q or Z (letters that do not appear on
all phones).

Examples of Formatting of Phone Numbers

Table 7 shows how phone numbers appear under various circumstances. In this example, the default
country is the United States. Therefore the default format is the North American format, (000) 000-
0000. Another format has been entered for country code 91: 00-000-0000.
Table 7. Examples of Phone Number Formatting
User Enters Number Is Formatted As
1234567890 (123) 456-7890
1234567890123 (123) 456-7890 x123
123456 Error message: Invalid data has been entered.
+91123456789 +9112-345-6789
+9112345678910 +9112-345-6789 x10
+9112345 +9112345
+2512345 +2512345
?0+9112345678 ?0+9112345678 (you see the ? and the 0)
?0HelloWorld ?0HelloWorld (you see the ? and the 0)
Sorting Phone Numbers

Phone numbers are stored in the database without special format characters, so the special format
characters have no effect on the sort order.
Querying Phone Numbers

When performing a query on a phone number, do not include any format characters such as commas
(,), hyphens (-), periods (.), the letter x, or spaces.
You can query for only country 61 by typing +61* but you cannot query for only North American
phone numbers this way, because +1* returns all phone numbers. To query for North American
phone numbers, use not like +* instead.
When you use a phone number in a query, the country code of the default locale is automatically
added to the query, unless the default locale is North America. If the default locale is North America,
no code is added. For example, if the default locale is Germany, and the user types 0181 in the phone
field of a query, the German country code (+49) is added to the query. That is, the query becomes
+490181*.
To find a number for a country other than the default country, the user must specify the country code
in the query. To avoid limiting the query to one country, the user must refine the query, and remove
the country code portion of the query specification.

Ongoing Application Administration Tasks Setting Up Pager Companies
To see a demonstration of this behavior, look at the Contacts screen. Every phone number for a
country other than the default contains +n at the beginning, while every phone number for the
default country code appears as local; that is, without a plus sign. Phone numbers that have the +n
require explicit queries; that is, the user must specify the country code and the number. Local
numbers are returned normally.
Table 8 gives examples of how to query phone numbers.
Table 8. Querying Phone Numbers
Query Result Query Criteria
(123) 456-7890 1234567890
+61(123) 45.67.89 x0 +611234567890 (if 61 is defined as a country

code)
Country code 61 phone numbers +61*
All phone numbers +1*
All North American phone numbers not like +*
415 area code numbers (North America only) 415*
Null phone numbers is null
415 area code or null (North America only) 415* or is null
(800) SKY-PAGE 800SKY*
Importing Information with EIM

Siebel Enterprise Integration Manager (EIM) manages the exchange of data between Siebel database
tables and other corporate databases. When you use EIM to import information that includes
international phone numbers, the numbers are handled as described in the previous sections. For
more information about EIM, see Siebel Enterprise Integration Manager Administration Guide.
Updating the Phone Format with EAI Adapter

When you update the phone format using Siebel EAI Adapter, the plus (+) sign and the country code
are required, but the phone format can be in any form (that is, not just US format).
Setting Up Pager Companies

Pager companies can be set up so they are available from the Pager Company field in the Send Page
dialog.
To set up a pager company

1 Navigate to the Administration - Communications screen > Pager Companies view.

Ongoing Application Administration Tasks About Date Formats
2 In the Pager Companies list, create a new record, and complete the necessary fields.
NOTE: The pager companies you use to send pages must support Telocator Alphanumeric Protocol
(TAP), which is an industry standard for sending alphanumeric pages.
About Date Formats

For the Siebel Web Client, the display format for date and time is determined by the locale settings
of the application server. For more information, see Setting Up Locales on page 35.
For the Siebel Developer Web Client and the Siebel Mobile Web Client, the date format is determined
by the specification in the client computers operating system.
When a user creates a query using a date field, the user must use the appropriate date format.
Setting Up ZIP Codes

ZIP Codes are used to look up address attributes (City, State, and so on). They are also used to look
up nine-digit postal codes based on the street address. Siebel Business Applications ship with a table
of United States Postal Service ZIP Codes, and the table is available for customer use.
To add a ZIP Code

1 Navigate to Administration - Data screen > ZIP Code Administration view.
2 In the ZIP Geocodes list, create a new record, and complete the necessary fields.
Administering Global Time Zone Support

The time zone records that are shipped as seed data with Siebel applications include the 74 world
time zones, each with a start date of 1 January 1900. These are the same time zones used by
Microsoft in its operating systems. In addition, there is a time zone detail record for each of the
continental United States time zones with a start date of 1 January 2007, which reflects the changes
in start and end dates for daylight savings time for 2007. If the daylight savings time start and end
dates change again, you add a new record for the year of the change. Use the Time Zone
administration view to:
Edit the text descriptions of time zones and their abbreviations
Manage the active status of time zones to control which time zones are available to end users for
use in the applications
Manage multilingual translations to control how time zone information is displayed to users in
multiple languages
Set the start and end dates for daylight savings time for different years and zones
Tasks for administering time zones include:

Ongoing Application Administration Tasks Administering Global Time Zone Support
Modifying Time Zones on page 60
Maintaining Translations of Time Zones on page 61
For more information on global time zone support, see Siebel Global Deployment Guide.
Modifying Time Zones

You rarely need to modify a time zones regional settings. However, you may want to modify other
time zone settings such as the display name or daylight savings rules, as these occasionally change.
NOTE: You cannot add or delete time zones.
To modify time zone settings

1 Navigate to Administration - Data screen > Time Zone Administration view.
2 In the Time Zone list, select the time zone record you want to modify.
3 Modify the fields as necessary.
4 In the Detail list, add or modify the records as necessary.
Field Comments
Name Name of time zone.
Standard The abbreviation for the time zone.

Abbreviation
DST Abbreviation The abbreviations for daylight savings time (DST).
Start Date The date on which the offset rule becomes effective.
UTC Offset Offset, in minutes, from Coordinated Universal Time (UTC) when daylight
savings is not in effect.
DST Bias Incremental DST offset, in minutes, from UTC when DST is not in effect.
DST Start Ordinal Part of the rule that determines when DST starts. For example, if the rule
is the first Sunday in April, First is defined in this field.
DST Start Day Part of the rule that determines when DST starts. For example, if the rule
is the first Sunday in April, Sunday is defined in this field.
DST Start Month Part of the rule that determines when DST starts. For example, if the rule
is the first Sunday in April, April is defined in this field.
DST Start Time Minutes after midnight that DST starts. For example, if DST starts at 2:00
A.M., set the start time to 120.

Ongoing Application Administration Tasks Setting Up Email, Fax, and Mail Accounts
(Contact Us)
Maintaining Translations of Time Zones

You maintain translations of the text-based fields for each time zone using the Time Zone
Administration view.
To maintain translations of time zones

1 Navigate to Administration - Data screen > Time Zone Administration view.
2 In the Time Zone list, select the time zone you want to translate.
3 In the Time Zone Translation list, create a new record, and complete the necessary fields,
including the translation of the Name field for the selected language.
4 Repeat Step 3 for each language required for translation.
Date and Timestamps

The date and time used for timestamping records are obtained by the Siebel Server. When a remote
user runs the Siebel client in disconnected mode, the Siebel Server runs on the users machine and
takes the date and time from that machine.
If the Global Time Zone feature is enabled, then fields of data type UTCDATETIME are converted to
UTC during Object Manager-based operations. For more information, see the Siebel Global
Deployment Guide.
Setting Up Email, Fax, and Mail Accounts

(Contact Us)
Salespeople use the Contact Us screen to answer questions and provide contact information to
customers. If your organization uses Siebel eService, your customers can access this information
directly from a Contact Us page on your Web site.
Creating a Contact Us Account

To help your salespeople provide information on a chosen topic, you can create different accounts,
such as Technical Support, Shipping, and Sales.
To add a Contact Us account

1 Navigate to Administration - Application screen > Contact Us view.

Ongoing Application Administration Tasks Setting Up Industries
2 In the Email, Fax and Mail Accounts list, create a new record, and complete the necessary fields.
Field Description
Account Type Choose the Contact Us type.
Access List Indicates which employees can view the Contact Us account.
About Adding Email Addresses and Subjects

If your organization uses Siebel eService, any email addresses you include in Contact Us accounts
appear on a Contact Us page on your Web site. You can create default email subjects that are added
to the users Subject line when the user sends email through your Web site.
For more information, see Siebel eService Administration Guide.
Setting Up Industries
You can set up and maintain industry information used throughout the application. The information
in the Industries view populates the Industries drop-down list, which is found in a variety of screens
and views, such as in the Accounts and References screens. The Industry list can also be used by
Siebel Assignment Manager to assign new leads or service requests to Siebel users. For example, a
sales representative who covers the pharmaceutical industry can be assigned automatically to new
accounts based on a Pharmaceutical Industry value.
To add an industry
1 Navigate to Administration - Data screen > Industries view.
2 In the Industries list, create a new record.

3 Complete the Industry, SIC Code, and Type fields.
NOTE: The Industry and SIC Code values must be unique. If you add a value that already exists,
you receive an error message.
Setting Up Languages
You can set up and maintain language information used throughout the application. The information
in the Languages view populates the Language drop-down list, which is found in a variety of screens
and views, such as in the References and SmartScripts screens. The Language field can also be used
by Siebel Assignment Manager to give assignments to call center agents who work for international
companies and speak a variety of languages with customers.

Ongoing Application Administration Tasks About Case-Insensitive and Accent-
Insensitive Queries and Searches
For example, a sales representative for a German chemical manufacturing company could use a
Danish SmartScript to make a sales call to a prospective customer in Copenhagen, and then make
the same sales call using an Italian SmartScript when speaking to a prospective customer in Rome.
In these cases, the Language field is used to identify the language into which each SmartScript has
been translated.
To add a language
1 Navigate to Administration - Data screen > Languages view.
2 In the Languages list, create a new record.
3 Complete the Name and Code fields.
NOTE: The Name and Code values must be unique. If you add a value that already exists, you
receive an error message.
NOTE: Languages cannot be deleted because deleting languages may cause problems with Mobile
Web Client synchronization. While the delete language command can be restored using Siebel Tools,
this is strongly discouraged. Additionally, ask for assistance from Siebel Technical Services before
modifying any language code.
About Case-Insensitive and Accent-

Insensitive Queries and Searches
By default, queries and searches in Siebel applications are sensitive to case and accent. If you
perform a query or search, there is a match only if the search criteria you enter are capitalized and
accented in the same way that the data is capitalized and accented in the database.
If you do not want queries and searches to be case sensitive and accent sensitive, you can enable
case-insensitive and accent-insensitive (CIAI) queries and searches on particular columns and fields
in Siebel Tools. If you enable CIAI queries on a column, when you enter the query in the Siebel
application, the field for the CIAI column is empty. When you enter the queries for fields that are not
CIAI-enabled, the text, <Case Required>, is displayed in the field.
Not all types of database support both case-insensitive and accent-insensitive queries and searches
on CIAI-enabled columns. Table 9 lists which CIAI features are supported in each type of database.
Table 9. Database Support for CIAI Queries
Database Case Insensitive Accent Insensitive
DB2 Yes No
MSSQL Yes Yes
Oracle Yes No

Ongoing Application Administration Tasks Adding Web Browser Capabilities
For information about how to implement CIAI queries and searches on particular columns or fields,
see Configuring Siebel Business Applications. For information on how the CIAI feature affects
performance, see Siebel Performance Tuning Guide.
NOTE: Determine your requirements for case-insensitive queries and searches, and set the
appropriate parameters for the fields before users enter any data.
NOTE: Search strings against the DB2 database must not be longer than the size of the column being
searched.
Forcing Case-Sensitive or CIAI Queries or Searches

Regardless of the setting for case-sensitive and accent-sensitive queries, users can use operators to
force case-sensitive or CIAI queries or searches. The following table describes the operators to use
to force case-sensitive or CIAI queries or searches:
Type of Query Operator Examples
Case sensitive and = followed by the criterion =Computer returns only records that have
accent sensitive in single quotation marks Computer spelled with a capital C.
CIAI ~ followed by other ~LIKE computer returns all records that have
operators if required, and computer in the field, regardless of
the criterion capitalization.
~LIKE francais returns all records that have

francais in the field, regardless of capitalization
or accent.
In searches with complex criteria, the user must also use the tilde (~) operator to force the CIAI
feature, regardless of the setting for case-sensitive and accent-sensitive queries and searches.
Adding Web Browser Capabilities

Siebel applications come with a number of browsers configured for use. Generally, you do not need
to make changes to the Web browser settings. However, if you need to add a capability to a browser,
you can do so through the Web Browser Administration screen.
Web browser capabilities identify what an end user's browser can and cannot do. They support the
Siebel Web Engine's ability to provide different HTML tags and other markup tags to different
browsers, based on what each particular browser is capable of rendering. This can also allow an
administrator or developer to specify what looks best in a particular browser.
When a user logs into a Siebel Web application, the Siebel Web Engine reads information
encapsulated in the requests coming from the user's browser to determine the browsers version and
make. It then correlates that information with the data contained in the Web Browser Administration
views to determine the browsers capabilities.

Ongoing Application Administration Tasks Adding Web Browser Capabilities
One of the primary ways this information is applied is through conditional tags in Web templates. For
example, if some of your users use an older browser that does not support frames, your template
might include a conditional tag that prevents these users from receiving pages with frames.
Conditional Web engine tags that evaluate browser capabilities can be used in all Siebel Web
templates and Web applications, but are used most prominently in those that support wireless
devices. For example, the SWLSStart.swt template includes the following conditional tag:
<swe:switch>
<swe:case condition="Web Engine User Agent, TestCapability, 'DefaultMarkup:XML'">
<swe:pageitem id="3" property="FormattedHtml" />
</swe:case>
By the time that the Web Engine interprets the swe:case tag, it has already determined what type
of browser the user has. The usage of the tag causes the Web Engine to call the TestCapability
method on the Web Engine User Agent business service. The TestCapability method returns TRUE if
the users browser has a Capability called DefaultMarkup with a value of XML. When the condition is
met (that is, the method returns TRUE) the tags between <swe:case> and </swe:case> are
processed. For more information about the syntax of conditional tags, see Configuring Siebel
Business Applications.
Adding Additional Capabilities

Siebel applications come with a number of predefined capabilities. These capabilities can be added
to any browser. Some examples include:
FrameSupport. Indicates whether the browser can render frame tags (for example,
<swe:frameset>).
CookiesAllowed. Indicates whether the browser supports cookies.
HighInteract. Indicates whether the browser is among those supported for Siebel's High
Interactivity Web applications (such as Internet Explorer 5.5).
ActiveX. Indicates whether the browser can support ActiveX controls.
You can also add other capabilities that are not included in the standard Siebel application. For
example, you could add a capability named SupportsWingDingFont. New capabilities then become
available for use in any browser definition.
To add a capability
1 Navigate to Administration - Web Browser screen > Capabilities view.
2 In the Capabilities list, create a new record.
3 Complete a name and description for the new capability.

Ongoing Application Administration Tasks Adding Additional Web Browsers
Adding Additional Web Browsers

If you need to add a Web browser definition that is not included in the standard Siebel application,
you can choose between the following two methods.
Add a parent browser definition. This definition includes all of the browser capabilities. Use
this method if you need to add a completely new browser (such as Opera), or a major upgrade
release of an existing browser (such as future releases of Microsoft Internet Explorer or
Netscape). For information about this procedure, see To add a parent Web browser on page 67.
Add a child browser definition. Child browser definitions inherit the capabilities of the parent
browser, and add additional capabilities as necessary. Use this method for adding interim
releases based on a browser that is already defined. For example, a dot release, such as 5.7
or 5.8. For information about this procedure, see To add a child Web browser on page 67.
Required Browser Capabilities

For a browser to work correctly, it must include two capabilities that allow the browser to be
identified at run time. The required capabilities are:
User-Agent. This capability names the browser.
Accept. This capability indicates what types of documents the browser can open.
These capabilities are part of HTTP standard information and appear in HTTP request headers sent
from a browser. For example, a request from a Microsoft Internet Explorer 5.5 browser sent to a Web
application might include the following lines:
Accept: image/gif, image/x-xbitmap, image/jpeg, image/pjpeg, application/vnd.ms-

powerpoint, application/vnd.ms-excel, application/msword, */*
User-Agent: Mozilla/4.0 (compatible; MSIE 5.5; Windows NT 4.0)
In this example, the value for the User-Agent capability would be Mozilla/4.0 (compatible; MSIE 5.5;
Windows NT 4.0).
Both the User-Agent and Accept capabilities must be included. This is because at run time, the User-
Agent is checked to identify the browser. If the User-Agent is not recognized, the values for the
Accept parameter in the header are compared to the Accept parameters of the browsers listed in the
Web Browser Administration screen, to find the browser with the most closely matching Accept
parameters.
In addition to the User-Agent and Accept capabilities, if a browser is based on an existing parent
browser, it must include the Parent capability.
NOTE: Parent browsers frequently do not have the User-Agent and Accept capabilities. This is
because parent browsers are intended to serve as containers of other capabilities that can be
inherited. If a browser does not have its own User Agent and Accept capabilities, then it is acting as
a parent of another browser that has these capabilities.

Ongoing Application Administration Tasks Adding Additional Web Browsers
Adding JumpTab Capability for Internet Explorer 5.0

If you are running your Siebel application on Internet Explorer 5.0, you need to set the JumpTab
capability to True.
(If the JumpTab capability is not set, users need to click the back button twice to return to the
previous page.)
To add the JumpTab capability

1 Navigate to Administration - Web Browser screen > Capabilities view.
2 In the Capabilities list, select the JumpTab capability record.
3 In the form, in the Capability Value field, enter TRUE.
Adding a Web Browser

Whether you are adding a parent browser or a child browser, the process is similar. However, in the
case of a parent browser, you add all detailed components, and in the case of a child browser, you
base the browser on an existing browser.
NOTE: Although a parent browser may contain the User-Agent and Accept capabilities, it does not
have to. If you use parent browsers as templates for child browsers, do not include these two
capabilities in the parent browser template.
To add a parent Web browser

1 Navigate to Administration - Web Browser screen > Browsers view.
2 In the Browser list, create a new record.
3 Complete a name and description for the new browser.

4 Drill down on the record.
5 In the Capabilities list, create records for each of the capabilities for this browser.
NOTE: If there is an existing browser that contains most of the appropriate capabilities, you can copy
it and then make changes. To do so, in Step 2, click the menu button and choose Copy Record instead
of New Record.
To add a child Web browser

1 Navigate to Administration - Web Browser screen > Browsers view.
2 Note the name of the parent browser (that is, the one on which you will base the new browser).
3 Create a new record.

4 Complete a name and description for the new browser.
5 Drill down on the record.
6 In the Capabilities list, create these three records:

Ongoing Application Administration Tasks Administering Quick Fill Templates
Parent. Set the capability value to the parent browser you identified in Step 2.
User-Agent. Enter the appropriate User-Agent.
Accept. Enter the types of documents that can be opened by the browser.
7 Add any additional capabilities that are not included in the parent browser or that differ from
those inherited from the parent browser.
Administering Quick Fill Templates

For information about creating Quick Fill Templates, see Siebel Fundamentals.
Users can create quick fill templates for their personal use. Administrators can make these templates
public so that all users have access to them. Administrators can also delete any quick fill template
and make simple changes to the template record (such as name, sequence, and public flag).
To make a quick fill template public

1 Navigate to the Administration - Application screen > Quick Fill Templates Administration view.
2 Select the template record.
3 Select the Public Flag option for the template.
To edit a quick fill template

1 Navigate to the Administration - Application screen > Quick Fill Templates Administration view.
2 Select the template record.
3 In the Details form, edit the fields as necessary.
The Sequence Number determines the order in which the fields are filled in.
Setting Up Default View Links for Screen

Home Pages
For more information about screen home pages and setting up view links, see Siebel Fundamentals.
Administrators can define links that appear on the quick links area of screen home pages. These
default view links are visible to all users.
To add a default view link to a screen home page

1 Navigate to the Administration - Application screen > View Links view.
2 In the Screen Homepages list, select the home page.

Ongoing Application Administration Tasks Setting Up Default View Links for Screen
Home Pages
3 In the View Links list, create a new record, and complete the necessary fields.
Make sure that the view you specify is available to all users.
TIP: Use increments of 10 to sequence the links. This gives users space to create their own view
links between the default ones that you create.

Ongoing Application Administration Tasks Setting Up Default View Links for Screen
Home Pages

5 Working with Lists of Values
This chapter provides guidelines to administrators for working with lists of values within Siebel
applications. It includes the following topics:
About Lists of Values on page 71
Adding a New Value to an Existing List of Values on page 72
Clearing the Cache on page 73
List-of-Values Fields on page 74
Modifying a List of Values on page 76
Inactivating a Value in a List of Values on page 77
Constrained Lists of Values on page 78
About Lists of Values

A list of values (LOV) is a set of values that populates a static picklist, which is accessed when a user
clicks a drop-down list in the user interface.
Drop-down lists can be based on two types of picklists: static picklists and dynamic picklists.
A static picklist has a selection list that is a static list of values. An example of a static picklist is
a drop-down list containing postal abbreviations for states and countries.
A dynamic picklist has a selection list that usually contains transactional data. An example of a
dynamic picklist is a drop-down list containing account names.
As a rule of thumb, dynamic picklists include all picklists that do not retrieve values stored in the
S_LST_OF_VAL table. Dynamic picklists are typically rendered through a pick applet, such as the
picklist used to choose an account for a contact. However, they can be configured to appear as
a drop-down list.
The remainder of this section focuses on static picklists, the contents of which can be administered
from the list-of-values views. For information on how to set up a new list of values and configure
both static and dynamic picklists, see Configuring Siebel Business Applications.
This section describes how to work with the values that populate static picklists, including how to
create or modify values in an existing list of values, and inactivate values when you do not want them
to display. In addition, it describes how lists of values can be constrained by selections in other lists.
NOTE: If you will be creating multilingual lists of values (MLOV), you should also review Configuring
Siebel Business Applications.
There are two views in the Administration - Data screen in which you can view list-of-values data:
In the List of Values view, a list view

Working with Lists of Values Adding a New Value to an Existing List of Values
In the LOV Explorer view
The values in these two views are the same. Only the format in which the information is presented
is different. The procedures in this section give instructions that specify using the list view. If you
prefer to use the explorer view, you may do so.
Your Siebel applications come with numerous lists of values that support the static picklists used
throughout Siebel screens. You can use these as they are, or you can modify them through the list-
of-values views to support your organizations requirements.
Adding a New Value to an Existing List of

Values
In order to add an item to an existing list of values so that it shows up in a drop-down list, you must
know its type. You can find out the type by querying the list-of-values list to determine the type
associated with a specific display value. Then you can create a new record with that type. For
instance, in the Accounts list you can see the Status drop-down list. Imagine that you use this field
to indicate ratings for your accounts reliability. Initial settings are Gold and Silver. You might want
to add another status of Bronze to this list, to give to customers that have a reliable account rating.
The procedure below uses this example.
The maximum number of values allowed for one LOV type is 10,000.
To identify the list-of-values type for a display value

1 Navigate to the screen displaying the drop-down list to which you want to add a value (for
example, the Accounts screen).
2 Select the drop-down list and make note of one of the choices.
For example, in the Accounts screen, select the Status drop-down list and make note of the value
Gold.
TIP: Be sure to note the capitalization and spacing of the choice.
3 Navigate to Administration - Data screen > List of Values view.

4 In the list-of-values list, perform a query in the Display Value field, using the value you noted in
Step 2.
5 In the list of records that is returned, identify the appropriate record by reviewing the entries in
the Type field.
List-of-values types usually have names that relate to the field labels in the screens where they
are used. In this example, you would look for a type labeled something like ACCOUNT_STATUS.
When you create a new value for this list, you will use this type.
To add a new value to an existing list of values


Working with Lists of Values Clearing the Cache
2 Click New to create a new record, and then enter the list-of-values type in the Type field.
3 Enter a new value in the Display Value field.
For example, if Bronze is the status that your organization gives customers that have a reliable
account rating, and you want to make Bronze available as in the Account Status drop-down, you
would create a new record with ACCOUNT_STATUS as the type and Bronze as the display value.
Make sure that the length of the Display Value you enter does not exceed the allowed length of
the destination column.
4 Enter a value in the Language Independent Code field. This value is usually the same as the
Display Value.
Make sure that the length of the Language Independent Code you enter does not exceed the
allowed length of the destination column.
NOTE: The Display Name and Language Independent Code must both be unique within a list-of-
values type, except when configuring a multilingual list of values. If you add a value that already
exists, you get an error message. For example, there cannot be two ACCOUNT_STATUS records
that have a display value of Bronze. For information about how this differs for multilingual lists
of values, see the definition of the Language Independent Code field in Table 10 on page 74.
5 If applicable, in the Order field, you can enter a number to indicate the numerical order in which
the value appears in a drop-down list.
For example, if the order numbers for Gold and Silver are 1 and 2, respectively, the order number
for Bronze would be 3.
6 If appropriate, complete the remaining fields in the record.
For a description of these fields, see List-of-Values Fields on page 74.
7 Clear the LOV cache by clicking Clear Cache.
After you have cleared the cache, you can navigate to a screen and select the new value in the related
drop-down list. For example, you can navigate to the Accounts screen, select a record from the
Accounts list, and then choose Bronze in the records Account Status drop-down list.
Clearing the Cache

A particular list of values is cached the first time a user opens a drop-down list that uses the list of
values. This improves performance by avoiding the need to retrieve the list from the database upon
subsequent usage of the drop-down list. However, this also means that updates to a list of values do
not show up in a drop-down list until you clear the cache. Clearing the cache instructs the Siebel
application to read the updated values out of the database and display them.
Users who log in after you add or change a list of values can see the addition or change that you
made. However, in order for you to see the changes that you made in real time, you must do one of
the following:
For the Dedicated Web Client, log out of the application and log back in.
For either the Web Client or the Dedicated Web Client, clear the cache.

Working with Lists of Values List-of-Values Fields
About LOV Caching on Screen Home Pages

LOV caching behaves slightly differently on screen home pages.
On screen home pages, the LOVs are cached as soon as the page is displayed. It is not necessary
for the user to open the drop-down list in order to have the LOVs cached.
Procedure for Clearing the Cache
To clear the cache (using the Clear Cache button)

2 In the List of Values list, click Clear Cache.
List-of-Values Fields
List-of-values records have the fields shown in Table 10. Not all fields for list-of-values records are
displayed in the standard user interface. You can use the Columns Displayed menu option to see a
field that is not displayed.
Some list-of-values fields, such as High, Low, and Weighting Factor, are for use by specialized Siebel
C++ code to store additional information about the selected list-of-values record. In addition, pick
maps can use list-of-value fields such as High, Low, and Weighting Factor. Pick maps normally use
the Display Value field, which causes the list item selected by the user to be stored in the database
exactly as it appears in the list. These fields can be used to populate other fields of the business
component in which the pick map is defined.
If you need to use the High or Low fields, or other extra fields, use Siebel Tools to extend the PickList
Generic BusComp by adding fields mapped to the corresponding columns on the S_LST_OF_VAL
table. For example, you could use the High and Low fields to automatically fill in the high and low
temperatures when a user picks a Month value in a Date drop-down list. To do so, you would add two
pick maps to the Month field by adding the High and Low list of value fields to the Pick List field of
Pick Map. For more information about the PickList Generic BusComp, and about configuring static
picklists and pick maps, see Configuring Siebel Business Applications.
NOTE: The Target High and Target Low fields are used exclusively with Smart Reports. For more
information, see Siebel Reports Administration Guide.
Table 10. List-of-Values Fields
Field Description
Type The type of list of values (the field name).
Display Value Value as displayed in the drop-down list.

Translate When checked, indicates that internationalization is needed. (There is
no client or server functionality associated with this field.)

Working with Lists of Values List-of-Values Fields
Field Description
Multilingual When checked, indicates that the list of values is part of a multilingual
list of values (MLOV). (There is no client or server functionality
associated with this field.)
Language Independent Along with the Display Value, the Language Independent Code
Code (LIC) uniquely identifies a value for a particular LOV type. In most cases the
Language Independent Code is the same as the Display Value.
However, the Language Independent Code and Display Value are
different for multilingual lists of values (MLOVs). MLOVs allow a single
logical list item to support multiple display values for users who are
accessing the Siebel application in different languages.
For example if the MR_MS (Personal Title) list of values were

multilingual, there might be three list-of-values items with a Language
Independent Code of Mr. These might have a display value and
language of Mr. (English-American), Senor (Spanish - Modern), and
Herr (German), respectively. German users would see Herr in the
Personal Title drop-down list, Spanish users would see Senor and
English users would see Mr. Although the display values vary across
language instances, the value stored in the database when a user
selects any one of these is always Mr. because that is the Language
Independent Code associated with Herr, Senor, and Mr.
Values entered in the Language Independent Code field are sometimes

referred to as LIVs (language independent values).
Parent LIC (Language The Language Independent Code of a parent list of values. Used in
Independent Code) hierarchical lists of values, where the values that will display in a drop-
down list are constrained by the value selected in the parent drop-
down list of values. For more information, see Constrained Lists of
Values on page 78.
There are only parents and children in this hierarchy. Grandchildren

are not allowed. This is enforced by limiting the values in the Pick
Parent dialog box to those values which do not themselves have parent
display values.
Replication Level Specifies whether the translation is intended for use at all levels in the
translation hierarchy or only at the regional level.
High Extra field available for use by pick maps or for customization.
Low Extra field available for use by pick maps or for customization.
Order The numerical order in which a value is displayed within a drop-down

list.
Active When checked, indicates that the value is displayed to the end user.
When unchecked, indicates that the value is not displayed to the end
user.

Working with Lists of Values Modifying a List of Values
Field Description
Language Name Language used for the list of values Display Value field.
Target Low Extra field used in Smart Reports.
Target High Extra field used in Smart Reports.
Weighting Factor Extra field available for use by pick maps or for customization.
Bitmap Bitmap file that is displayed.
Description Description of a specific value.
Modifying a List of Values

CAUTION: Use caution when modifying lists of values that are part of the seed data. Modifying some
list-of-values fields that are used programmatically by the Siebel application can adversely impact
standard Siebel functionality. However, you can modify the Display Value field without affecting
standard Siebel functionality both when the list is a multilingual list of values (MLOV) and when it is
a standard list of values.
Modifying some lists of values can adversely impact standard Siebel functionality:
Do not change the Language Independent Code values for lists of values because the internal
Siebel application uses the Language Independent Code field.
Some lists of values are for use only by the internal Siebel application and should not be
modified. For example, the list-of-values SOURCE_TYPE (Internal) and list-of-values types that
include REPOSITORY in the Type field name are for internal use only.
Some list-of-values modifications can have undesired results. For example, changing all lists of
values in the application to uppercase or changing the Language Independent Code from the
Siebel standard can result in values not being displayed or being displayed improperly.
NOTE: Modifying a Display Value field does not automatically update records that have been
populated with the old value. For example, if you change Ms. to Miz in the Display Value field, Miz
show up in the drop-down list, but all contact records that were previously entered with Ms. in the
Personal Title field still have Ms. in the Personal Title field.
For more information about multilingual lists of values (MLOVs), see Configuring Siebel Business
Applications.
In order to modify a value in a drop-down list, you must know its display value and type. You can
find out the type by querying the list-of-values list for a specific display value. For example, if you
needed to make a change to the value 1-ASAP in the Priority drop-down list in the Activities screen,
you could do so using the following steps.
To modify an item in a list of values


Working with Lists of Values Inactivating a Value in a List of Values
2 Click the menu button, and then choose New Query.
3 Enter the Display Value for the record you want to change in the Display Value field.
For example, you might enter the value 1-ASAP.
4 Click the menu button, and then choose Run Query.
A list of records appears that includes the display value that you entered. More than one record
may appear, and the records may have different types.
5 In the list of records, select the record that you want to modify, and make the desired change.
6 To see the list-of-values modification in the application, click Clear Cache. For instructions about
how to clear the cache, see To clear the cache (using the Clear Cache button) on page 74.
Inactivating a Value in a List of Values

You can inactivate individual values in a list, but you cannot delete values. Inactive values are values
that the application does not display to end users in a drop-down list, whereas active values are
displayed to end users.
CAUTION: Inactivating some lists of values can adversely impact standard Siebel functionality.
Do not inactivate list-of-values types or values used internally by the Siebel application. For example,
do not inactivate list-of-values types that include Repository in the Type field name.
Be careful when inactivating a list of values, because the application may depend on the list of values
being present.
Be careful when inactivating individual values as well. For example, if you inactivate the value
Commercial in the Account_Type list of values, but you have existing or old account data that stored
Account Type = Commercial, you may introduce inconsistencies in your data. If you want to
inactivate a display value, you need to clean up the account records in the database first.
To inactivate a value in a list of values

2 If necessary, perform a query to locate the record you want to make inactive.
3 Select the list of values record you want to make inactive.
4 In the Active field, click the check mark. When a square containing an x appears, click the x.
The x disappears and the Active field no longer contains a check mark.
5 To see that the value has been inactivated, click Clear Cache.

Working with Lists of Values Constrained Lists of Values
Constrained Lists of Values

Some drop-down lists are set up to display a subset of values based on a value set in another drop-
down list. For example, if you have two fields for Service Request, Area and Subarea, the values
shown in the Area drop-down list might include Network and Upgrade. If the user chooses Network,
that user might see a drop-down list for Subarea that includes Ethernet Card and 3rd Party Software.
If on the other hand the user chooses Upgrade for the Area, that user might see CD-ROM, Disk Drive,
Memory, and Operating System in the Subarea. Setting up this type of filtering is referred to as
setting up a constrained picklist. In such a case, the lists of values have been configured to be
dependent on one another. In this example, the Area drop-down list is considered to be the parent
and the Subarea drop-down list is the child.
Figure 2 shows the values available in the Area drop-down list, and the values available in the
Subarea list when Network and Upgrade have been selected, respectively.
Figure 2. Contents of Drop-Down List Constrained by Parent Drop-Down List
Constrained picklists (or lists of values) must first be set up through Siebel Tools. After they are
configured through Siebel Tools, specific values in lists can be made hierarchically dependent through
the List of Values view. This is accomplished by using the Parent LIC attribute in the list-of-values
record to specify which values show up when a value is selected in the parent drop-down list.

For example, the LOV Type SR_AREA is used by both the Area and Subarea drop-down lists in a
Service Request. The values that show up in the Area drop-down list are constrained to those that
have a Parent LIC value of External. Figure 3 shows how the records for these values appear in the
list-of-values list, including the Parent LIC value of External.
Figure 3. LOV Records with the Same Parent LIC
The values that show up in the Subarea drop-down list are constrained to those that have a Parent
LIC value that matches the users selection for the Area. For example, if the user selects Network in
the Area drop-down, only those values that have the Parent LIC set to Network show up in the
Subarea drop-down list, while if the user selects Upgrade in the Area drop-down, only those values
that have the Parent LIC set to Upgrade show in the Subarea drop-down list. Figure 4 shows the
records for the values that are available for both the Network and Upgrade parent values.
Figure 4. LOV Records Constrained by the Values Upgrade and Network

If you want to change the parent Area of a Subarea list item, you must modify the Parent LIC code
of the Subarea list item. Similarly, to add a new Subarea list item, you must create a new record,
setting the list-of-values type to SR_AREA and the Display Value, Language Independent Code, and
Language as described in Adding a New Value to an Existing List of Values on page 72. Then you
would set the Parent LIC code to the appropriate parent area. By contrast, to add a new item to the
Area drop-down list, you would follow the same steps, but specify that the Parent LIC code have the
value External.
NOTE: The usage of the value External to identify items in the parent drop-down list is specific to
this example. To determine what this value would be for any given pair of constrained picklists,
reference the underlying configuration in the Tools Repository.
SR_AREA LOV is used by the SR_TYPE, Area, and Sub Area LOVs in a Parent-Child-Grandchild
hierarchy. SR_AREA LOV configuration is different when compared with other LOVs. While creating
SR_AREA LOV values ensure that:
SR Type value has no Parent LIC Code and the order number is 1000 or more.
SR Area LOV values Parent LIC code is the LIC of the parent SR Type.
Sub Areas Parent LIC code is a combination of the SR TYPE and SR Area LIC Values. The
application concatenates the SR Type and SR Area LIC values to create a new record, which is
displayed in the Parent LIC list.
For information about constraining both static picklists (maintained through lists of values) and
dynamic picklists, see Configuring Siebel Business Applications.
NOTE: In the example above using the Area and Subarea drop-down lists, both parent and child lists
of values have the same list-of-values type. While this is not required, it has the advantage of
avoiding EIM unique key violation errors. These errors can occur when constraining picklists using
Siebel Tools, when the parent and child lists of values contain different list-of-values types. If you
plan to use Siebel EIM to exchange list-of-values data, you should consider constraining picklists by
configuring them so that the parent and child lists of values have the same list-of-values type.

6 Audit Trail
This chapter is about Audit Trail. It includes the following topics:
About Audit Trail on page 81
Process of Configuring and Using Audit Trail on page 84
Enabling and Disabling Audit Trail on page 84
Specifying Business Components and Business Component Fields for Audit on page 84
Setting Up Read Auditing on page 86

Specifying ParentChild Associations for Audit on page 86
Specifying Audit Trail Restrictions on page 87
Verifying Audit Trail Configuration on page 88
Viewing Audit Trail Records on page 88
Linking Audit Trail to a Business Component on page 91
About Audit Trail

Audit Trail creates a history of the changes that have been made to data in Siebel applications. An
audit trail is a record showing who has accessed an item, which operation was performed, when it
was performed, and how the value was changed. Therefore, it is useful for maintaining security,
examining the history of a particular record, documenting modifications for future analysis, and
record keeping. Audit Trail logs information without requiring any interaction with, or input from,
your users.
Audit Trail can be used for a variety of purposes. In a simple example, a call center uses an audit
trail to track the status change of a service request, who changed it and when. Audit trail capabilities
can also be used to track the time needed to change the state of an item, such as a service request
from open to closed. A calculation of the time difference can help the call center manager measure
and improve service quality. Audit trail can also be used to reproduce a record at a given point in
time to maintain regulatory compliance. To do this, look at the audit trail for the record and compare
the audit trail details with the current state of the record.
Audit Trail can also be used to track the viewing and export of data. For example, financial services
organizations can use Audit Trail to monitor who has read or exported an account holders
information. Audit trail can be implemented for the Audit Trail functionality itself. This helps you track
any changes made to the Audit Trail settings.
NOTE: For any audit trail deployment, the combination of the number of fields audited and the
number of audit records created by a given business process has performance implications. If you
audit a large number of fields on a business component, or audit fields in a large number of business
components, there might be an unacceptable performance impact.

Audit Trail About Audit Trail
Audit Trail Features

More Audit Trail features are described in the following topics:
Audit Scope on page 82
Audit Trail Content on page 82
Audit Trail Constraints on page 83
Audit Trail for Siebel Remote and Siebel Replication Users on page 83
Audit Scope
System administrators can specify the audit scope by the following means:
Operations (such as read, update, new, delete, and export) performed on business components
Operations performed in a specific time period
Only those operations performed by certain responsibilities, positions, or employees
Fields, for audits of read operations
Audit Trail Content

For all auditable operations, the following information is stored:
User ID of the person who performs the operation
Date and time of the operation
Record ID and row ID of the audited item
Table 11 lists some of the information that is stored for particular operations.
Table 11. Information Stored for Auditable Operations
Operation Information Stored
New Record Name of the field on which the operation is performed
Value of the field
Modify Name of the field on which the operation is performed
Old value of the field
New value of the field
Copy Record Value of the field

Delete Name of the field on which the operation is performed
Value of the field when the user deleted the record

Audit Trail About Audit Trail
Table 11. Information Stored for Auditable Operations
Operation Information Stored
Associate Parent business component
Child business component
Link information
Read Name of the field that the user reads
Value of the field at the time of the read operation, if the Read Field
Value option is selected on the Administration - Audit Trail screen
Export Business component from which records are exported
Row IDs of the exported records
Number of records exported
Audit Trail Constraints

The following cannot be audited:
Virtual business components. This is because virtual business components do not bind to any
underlying tables.
Calculated fields. This is because, typically, the value for a calculated field is derived from a table-
based field. Audit a calculated field by auditing the table-based field that was used to derive the
calculated field.
Export of data through the use of methods other than the following:
Export Data Map menu item

Enterprise Integration Manager (EIM)
Audit Trail for Siebel Remote and Siebel Replication

Users
The following information applies to remote and replication users:
Audit trails are generated only when the user synchronizes data with the server.
Audit trails are regenerated when the user synchronizes other data.
If the transaction is rejected during the conflict resolution, an audit trail record is not generated.

Audit Trail Process of Configuring and Using Audit Trail
Process of Configuring and Using Audit

Trail
This example process represents the tasks that are carried out when setting up and monitoring Audit
Trail.
1 Enabling and Disabling Audit Trail on page 84
2 Specifying Business Components and Business Component Fields for Audit on page 84
3 Setting Up Read Auditing on page 86
4 Specifying ParentChild Associations for Audit on page 86
5 Specifying Audit Trail Restrictions on page 87 (Restricting according to user, position, or

responsibility)
6 Verifying Audit Trail Configuration on page 88
7 Viewing Audit Trail Records on page 88
Enabling and Disabling Audit Trail

By default, the Audit Trail functionality is enabled in Siebel Business Applications.
NOTE: Audit Trail creates history records for predefault values.
This task is a step in Process of Configuring and Using Audit Trail on page 84.
To enable or disable Audit Trail

1 Navigate to the Administration - Application screen > System Preferences view.
2 To enable Audit Trail, set the value of the EnableAuditing system preference to TRUE.
To disable Audit Trail, set the value to FALSE.
3 To enable Audit Trail for EIM, set the value of the EnablEimAuditing system preference to TRUE.
To disable Audit Trail for EIM, set the value to FALSE.
Specifying Business Components and

Business Component Fields for Audit
You administer the business component and the business component fields to be audited from the
Administration - Audit Trail screen.

Audit Trail Specifying Business Components and Business Component Fields for Audit
To configure the business component and business component fields to be audited

1 Navigate to the Administration - Audit Trail screen.
2 In the Audit Trail Buscomp list, create a new record, and complete the necessary fields.
Field Description
Assoc Specifies whether to audit associations with the child business

components in the Child Buscomp list.
See Specifying ParentChild Associations for Audit on page 86.
Delete Select if you want to audit the Delete operation.
Clear this check box if you want to make sure that the delete operation
is not audited.
End Date Date on which the auditing stops.
Turn Audit Trail off for an individual business component by setting the
End Date to a date that has already passed.
New Select if you want to audit the New operation.
Restriction Type Specifies whether there is a rule determining who gets audited.
Start Date Date on which the auditing starts.
Update Select if you want to audit the Update operation.
Export Select if you want to audit the Export operation.
3 In the Field list, create a new record for the field you want to audit.
Some of the fields are described in the following table.
Field Description
Column Name Displays the column name of the selected field.
Field Select the field name you want to audit. The details of the selected field
are displayed in the Table Name, Column Name, and Join columns.
Join Displays the join name associated with the column.
Read Field Value Select if you want to store the field value during the audits of read
operations.
Reading Select if you want to audit the read operations.
Table Name Displays the table to which the column belongs.

Audit Trail Setting Up Read Auditing
4 Repeat Step 3 until the Field list shows all the fields in that business component that you want
to audit.
NOTE: In any deployment of Audit Trail, there might be a negative impact on performance,
depending on the number of fields audited, and the number of audit records created by a business
process. The impact might be greater for audits that include read operations, because this is the
most common operation. If you audit a large number of fields on a business component, or audit
fields in a large number of business components, there might be an unacceptable performance
impact.
To disable individual business components

2 Use one of the following methods to disable Audit Trail:
In the Audit Trail Buscomp list, enter an end date prior to todays date in the End Date field.
In the Audit Trail Buscomp list, delete the record for the business component.
Setting Up Read Auditing

You can configure Audit Trail to audit read operations on records.
To set up an audit trail of read operations

2 In the Audit Trail Buscomp list, create a new record for the business component, and complete
the necessary fields.
Some fields are described in the table in Step 2 in Specifying Business Components and Business
Component Fields for Audit on page 84.
3 In the Field tab, perform the following steps:

a Create a new record to represent the field on which you want read-auditing.
b Use the Field column to select the name of the field.
c Select the Reading option for the record.
4 Click the Update Audit Cache button.
Specifying ParentChild Associations for

Audit
In Siebel Business Applications, parentchild associations are set through:
MVG (multi-value group) fields

Audit Trail Specifying Audit Trail Restrictions
Parentchild applets
Audit Trail can keep track of changes in parentchild associations. For example, you can audit the
association (and dissociation) of contacts with accounts.
To configure business components for auditing of parentchild associations

1 Determine the name of the child business component with the association that you want to audit.
3 In the Audit Trail Buscomp list:
Select an existing record for the parent business component.
Or
Create a new record for the parent business component and complete the necessary fields.
Some fields are described in table in Step 2 on page 85.
4 Make sure that the Assoc field is checked.
5 Click the Child Buscomp view tab.
6 In the Child Buscomp list, create a new record for the child business component that has an
association with the parent business component you want to audit.
Some of the fields are described in the following table:
Field Description
Child Buscomp Displays the child business component for the link.
Inter Child Column Displays the name of the child column.
Link Name Select the link between the parent and child business components that
you want to audit.
M/M Displays whether the link is a many-to-many link.
Parent Field Displays the parent field of the child business component.
Table Name Displays the name of the table on which the link is based.
Specifying Audit Trail Restrictions

You can restrict who gets audited by user, position, or responsibility.
For example, if you set the Restriction Type to User on the Audit Trail Buscomp Fields view, you then
go to the Audit Trail Users View and add the users whom you want to audit. Restriction by
responsibility or position works in the same way.

Audit Trail Verifying Audit Trail Configuration
To specify audit trail restrictions

2 In the Audit Trail Buscomp list, select a business component entry, and change the Restriction
Type field to Position, Responsibility, or User.
3 Click the Position, Responsibility, or User view tab.
4 Create or edit records in the audit trail position, responsibility, or user list.
The positions, responsibilities, or users that you specify are audited for the operations on this
particular business component.
5 Click the Update Audit Cache button.
Verifying Audit Trail Configuration

The following steps are part of the verification process to make sure that the business component
and business component fields were specified correctly.
To verify audit trail records

1 Navigate to the view for the business component that you want to audit.
2 Make a change to the data in that view.
3 Navigate to Audit Trail screen > Audit Trail Items view, and in the Audit Trail Items list, query the
business component and field values to make sure there is a new record showing the changes that
you made to the business component.
Viewing Audit Trail Records

After you have set up the fields, operations, responsibilities, positions, and employees to be audited,
you can read the results of the audit trails in the Audit Trail view and the Audit Trail Items view.
Querying Audit Trail Information

After recording or importing Audit Trail records into the database, you can query Audit Trail
information in the Audit Trail Items view. For example, you can query Audit Trail items to determine
changes made by team members, dates, or operations performed on a business component.
To query audit trail information

1 Navigate to the Audit Trail screen > Audit Trail Items view.

Audit Trail Viewing Audit Trail Records
2 Query the list for Audit Trail items of interest.
Field Description
Base Table Displays the name of the primary database table where the database
change occurred.
Business Component Displays the business component for the record where the database
change occurred.
Child Business Displays the child business component for the record where the
Component database change occurred, if any.
Child Table Name Displays the name of the child table for the record where the
database change occurred, if any.
Column Displays the name of the column in which the change occurred.
Date Displays the timestamp of the change.
Employee ID Displays the unique identifier of the user who changed the record.
Employee Login Displays the username of the user who changed the record.
Field Displays the name of the field where the change occurred.
Group ID Displays the unique identifier of the group to which the user who
changed the record belonged.
Link Displays the name of the link that describes the relationship between
the child business component and the parent business component.
This link is configured in Siebel Tools.
New Value Displays the value in the field after the database change occurred.
Old Value Displays the value in the field before the database change occurred.
Operation Displays the type of operation that was performed, for example, New
Record, Delete, and so on.
Record ID Displays the unique identifier of the record that was changed.
Row ID Displays the unique identifier of the row in which the change
occurred.
Table Displays the name of table to which the selected field belongs in the
Siebel database.
Querying Export Audit Trail Records

You can set up Export Audit Trail for a business component to monitor the export activities for the
business component. You can view the results of export audit in the Export Audit Trail view. See
Specifying Business Components and Business Component Fields for Audit on page 84 for details on
setting up export audit trail.

Audit Trail Viewing Audit Trail Records
To query export audit trail information:

1 Navigate to the Audit Trail screen > Export Audit Items view.
2 Select the Audit Trail item required.
Field Description
Business Component Displays the business component on which the export operation was
performed.
Date Displays the timestamp of the export activity.
Employee ID Displays the unique identifier for the user who initiated the export.
Employee Login Displays the username of the user who initiated the export.
Record Count Displays the number of records that were exported.
Records IDs Displays the unique identifier for each record that was exported.
Querying Read Audit Trail Records

You can use the Read Audit feature to monitor the reading of sensitive information.
To query read audit trail information

1 Navigate to the Audit Trail screen > Read Audit Items view.
2 Select the Audit Trail item required.
Field Description
Business Component Displays the business component for the record that was read.
Date Displays the timestamp of the read operation.
Employee ID Displays the unique identifier of the user who read the record.
Employee Login Displays the username of the user who read the record.
Field Name Displays the name of the field that was read.
Field Value Displays the value that was in the field at the time that the field was
read.
Record ID Displays the unique identifier of the record that was read.
NOTE: To audit record field values, you must select Read Field Value in the Field view of the
Administration - Audit Trail screen. For more information, see Specifying Business Components
and Business Component Fields for Audit on page 84.

Audit Trail Linking Audit Trail to a Business Component
Linking Audit Trail to a Business

Component
In some circumstances, you might need to link the Audit Trail view to a specific business component
view. For example, a Call Center team might want to see the Audit Trail records for individual service
requests. Using Siebel Tools, you can create a view that would allow the Call Center team to see
these Audit Trail records, if the following conditions are met:
Audit Trail must be running in database auditing.
You must be able to audit the business component you are linking to Audit Trail. For information
on determining if a business component can be used in Audit Trail, see Audit Trail Constraints
on page 83.
NOTE: Because audit trail item records are not routed to mobile Web clients, data in these linked
views can only be displayed in Siebel Web Client and the Siebel Developer Web Client. Make sure
that mobile clients do not have access to views displaying audit trail data.
To link Audit Trail to a business component

2 Create a link between the Audit Trail Item 2 business component and the business component to
which you are linking Audit Trail. Set the parent business component property of the link to the
name of the audited business component.
For example, if you are configuring the view to show the audit trail records for the Product Defect
business component, the parent business component should be Product Defect. The Child
Business Component for the link should be Audit Trail Item List 2. The Source and Destination
Fields for the link should be Id and Record ID respectively.
3 Modify the business object for the business component to which you are linking Audit Trail. You
need to create Audit Trail Item 2 as one of the business object components, and specify the Link
property as the link you created in Step 2.
4 Create a view which has an applet based on the selected business component as a parent, and
the Audit Trail Item List 2 applet as a child.
5 Add this view to a screen.
6 Launch one of the Siebel employee applications.
7 Navigate to the Administration - Application screen > Views view.
8 From the Show drop-down list, choose Responsibilities, and add the new view to applicable
responsibilities.

Audit Trail Linking Audit Trail to a Business Component

7 Creating and Administering

iHelp
This chapter is about administering iHelp. It includes the following topics:
About iHelp on page 93
Scenario for Administering iHelp on page 93
Process of iHelp Administration on page 94
Creating iHelp Item Records on page 95
Designing iHelp on page 97

Clearing the iHelp List Cache on page 99
Activating, Revising, and Deactivating iHelp Items on page 100
Translating iHelp Items on page 101
Importing and Exporting iHelp Items on page 102
About iHelp
iHelp is real-time step-by-step instruction that helps users complete tasks within the application.
iHelp is best used to provide instruction to first time or occasional users.
NOTE: iHelp may not be appropriate for enforcing standards, because users are free to follow or not
follow any given step. For information about how to standardize user behavior, see Siebel Business
Process Framework: Task UI Guide.
For information about how to use iHelp, see Siebel Fundamentals. For information about Application
Deployment Manager (ADM) and iHelp, see Siebel Application Deployment Manager Guide.
About iHelp and Standard Activity Mode

iHelp instructions can be used in both standard and high interactivity mode. However, high
interactivity mode is required to create and administer iHelp items.
Scenario for Administering iHelp

This scenario provides an example of a process performed by two iHelp administrators. Your
company may follow a different process according to its business requirements.

Creating and Administering iHelp Process of iHelp Administration
Introduction
The agents in training in the North American call centers of a multinational company want step-by-
step instructions on how to create activities.
The iHelp Administrator in North America

The North American administrator creates an iHelp item to appear in the iHelp pane of the Activities
and Accounts screens (screens frequently used by the agents). Because these instructions only
pertain to call center agents, this iHelp item is set to be visible only to those users with the Call
Center responsibility.
The North American administrator and the call center managers are the only people who need to
modify this iHelp item; the call center managers provide the content of the iHelp steps, and the
administrator restricts edit access by associating the Call Center access group with the iHelp item.
Various employees test the iHelp item. When the tests are complete, the administrator activates the
iHelp item.
At the end of the month, a policy change takes place that effects some steps in the iHelp item. This
is handled by creating two versions of the iHelp item. One item is set to expire at the end of the
month and the second item (with steps corrected for the new policy) is set to become active at the
beginning of the next month.
In North America, the call centers operate in both English and French. The manager of the
francophone call center revises the iHelp item, translating the text into French.
The European iHelp Administrator in Europe

The European call centers use a different database, but they also want their call center agents to see
this iHelp item. The North American administrator exports the iHelp item to a file and sends it to the
European administrator. Then, the European administrator imports the item into the European
database, adds responsibilities and access groups, and activates the iHelp item.
Process of iHelp Administration

This example process represents the tasks that are carried out in the Scenario for Administering
iHelp on page 93.
1 Creating iHelp Item Records on page 95
2 Designing iHelp on page 97
3 Clearing the iHelp List Cache on page 99
4 Activating, Revising, and Deactivating iHelp Items on page 100
5 Translating iHelp Items on page 101
6 Importing and Exporting iHelp Items on page 102

Creating and Administering iHelp Creating iHelp Item Records
Creating iHelp Item Records

The first task in creating iHelp items is to create the iHelp item record.
In this task, you determine the following for the iHelp item:
In which applications the iHelp item is displayed
In which screens the iHelp item is displayed
Which users can see the iHelp item
Which administrators can modify the iHelp item
(Optional) Activation and expiration dates for the iHelp item
If the iHelp item is downloaded to remote and local databases

You can create iHelp items in several ways. You can import and export the items, or you can create
the items manually. If you create the items manually, make sure that you test your iHelp items in
either of the following ways:
Create and test your iHelp item in the intended production environment. While you test, restrict
the responsibilities associated with the iHelp item to restrict visibility of the item. For more
information, about how to restrict responsibilities, see the following task about how to create an
iHelp item record.
Create and test your iHelp item in your development environment, then use ADM to deploy the
item to production. For information about ADM and iHelp, see the Siebel Application Deployment
Manager Guide.
This task is a step in Process of iHelp Administration on page 94.
To create an iHelp item record

1 Navigate to the Administration - iHelp screen > All iHelp Items view.
Field Comments
Name This is the name that appears in the iHelp pane. Make sure that the name
clearly identifies the iHelp item.
Do not include any special characters such as colons or quotation marks in the
Name.
Remote iHelp items can be downloaded to regional and local databases. Use this field
Support to determine if items are downloaded:
All. Items are downloaded to both regional and local databases
Regional. Items are downloaded to regional databases only
None. Items are not downloaded to databases

Creating and Administering iHelp Creating iHelp Item Records
Field Comments
Application Add the applications where you want the iHelp item to display. For example, if
you want the iHelp item to be used in Siebel Call Center, set this field to Siebel
Universal Agent (the internal name for the Call Center application).
Make sure that all these applications contain the screens and views needed for
the iHelp item that you create.
Related Task Select a task to which you want to link from the iHelp item. If you enter a value
in this field, colored text appears in the iHelp item to indicate that you can use
the task-based UI for this task.
You cannot pass the current UI context to a related task. For example, if the
user has selected a contact, then selects an add activity task from iHelp, you
cannot pass the selected contact to the Activities form.
Show Me Type the location of a file or a URL to open when a user clicks the Show me
Location more link at the end of the iHelp item. If you enter the location of a file in this
field, you must specify a relative path. If you enter a URL, you must use the
HTTP protocol. You must also specify the protocol in the URL; that is, include
http://.
If you do not enter a value in this field, a Show me more link is not displayed
in the iHelp item.
Private If this box is not selected, any user with access to the Administration - iHelp
screen can modify the iHelp item. If you want to restrict edit access for this
iHelp item, see Step 5 on page 97.
Activation (Optional) If an activation date is set, the iHelp item does not appear in the
Date iHelp pane until that date.
Expiration (Optional) If an expiration date is set, the iHelp item does not appear in the
Date iHelp pane after that date.
Status The status changes when the Activate, Revise, and Deactivate buttons on the
All Help Items view are clicked.
Version This field is automatically updated when an item of the same name is created
or imported.
Description (Optional) Enter a description of the iHelp item. This description is for the
administrator only. The text does not appear in the iHelp pane.
3 Set which users can see the iHelp items (in the iHelp pane or Map):
a Click the Responsibilities view tab.
b Associate the responsibilities of those users who you want to see the iHelp item.
c Make sure the Active flag is selected for each responsibility.
NOTE: Users also must have the Task Assistant Player View associated with at least one of their
responsibilities. For more information about how to associate views and responsibilities with
users, see Siebel Security Guide.

Creating and Administering iHelp Designing iHelp
4 Specify the locations in the application where you want the iHelp item to appear. When you
specify a location, you specify a combination of screens, business objects, and view tabs.
iHelp items are mapped to business objects. Business objects are often uniquely associated with
a particular screen, but there are some exceptions to this. For example, business object home
pages do not have this unique relationship. If you want an iHelp item to appear on both the
Activities Home Page and other views under the Activities screen, you must associate both of the
following business objects with the iHelp item:
Action Home
Action
To specify the locations in the UI where you want the iHelp item to appear, perform the following
steps:
a Click the Screens view tab.
b Click New, then select a combination of screens, business objects, and view tabs where you
want the iHelp item to appear.
You can select only a combination of screens, business objects, and view tabs, which is
common to all the applications specified in the Application field.
5 If you want to restrict edit access for the item, set the access groups to determine who can modify
the iHelp item:
a Click the Access Groups view tab.
b Associate access groups with the iHelp item. Make sure that you belong to one of the access
groups.
c Click the More Info view and select Private check box in the form view.
For more information about access groups, see Siebel Security Guide.
To add additional help topics to an iHelp item

2 Select the iHelp item you want to work with, and then click the Related iHelp tab.
3 Click New on the Related iHelp form, and then select an iHelp item from the iHelp Item dialog.
You can use the numerals in the Order field for each help topic to specify the order in which the
help topics are displayed in the iHelp item.
Designing iHelp
Assemble step-by-step iHelp instructions in the iHelp Designer by creating steps and connecting
them with branches.
To access the iHelp Designer


Creating and Administering iHelp Designing iHelp
2 Drill down on the name of the iHelp item.
To create an iHelp step

1 In the iHelp Designer, drag the Step or Start icon onto the grid.
The first step in any iHelp must be Start. The start step should navigate the user to the correct
view for the iHelp item. Only one Start step is allowed per iHelp item.
2 In the Step form, complete the fields.
Field Comments
Name This name appear on the steps icon in the iHelp Designer. The user does not
see this name.
View Enter a view name if you want the step to:
Provide a hyperlink to a view.
Highlight buttons or fields on the view.
NOTE: If you provide a hyperlink to a screen which is different from the main
screen for the iHelp, you may lose record context as you navigate to the other
screen. For example, a user in the Contact Activities view of the Contacts
screen, highlights an activity record and clicks an iHelp link to the Activities
screen. In going to the Activities screen, the record context is broken. The
highlighted activity is no longer selected, and the user must query for it again.
If you remain in the same screen, context is generally maintained.
Only views that are common to all the applications specified in the Application
field are available for selection.
Caption This is the text that appears in the step. Use the following tags to format step
captions:
 and : Bold.
 and : Italic.
 and : Underline.
<v> and </v>: View navigation links. If you add these tags to text, the
text is displayed in bold and blue, and has an underline when you point to
the text.
<a> and </a>: External hypertext links. For example, <a href=http://
www.oracle.com target=_blank>Oracle</a>. If you add these tags to
text, the text is displayed in bold and blue, and has an underline when you
point to the text.

Creating and Administering iHelp Clearing the iHelp List Cache
Field Comments
Section Label (Optional) If you add a section label to a step, the section label is displayed
above the text, in bold, underlined text.
Description (Optional) For the administrators use only. This description is not visible in the
iHelp pane.
3 (Optional) Highlight a button or field:
a Click the Field and Button Highlights folder.
b In the Field and Button Highlights list, create new records and complete the fields.
4 (Optional) Create substeps:
a Click the SubSteps folder.
b In the SubSteps list, create new records, and complete the Caption field.
If you add substeps to a step, an arrow is displayed at the end of the step caption. Click this
arrow to show the substeps. Click the arrow again to hide the substeps.
NOTE: You cannot add view navigation links to substeps.
To connect steps with branches

1 Drag the Branches icon onto the grid.
2 Move the end points of the branch to connect two steps.
3 If multiple branches leave one step, set conditions on the branches:
a Click the Branches folder for the step.
b In the Branches list, complete the fields.
No Condition Expression is required for the last branch in the sequence.
For information on the Branch Condition Expression Designer, see Developing and Deploying
Clearing the iHelp List Cache

iHelp loads all iHelp items to the iHelp Map and iHelp pane when the application is initialized. When
you modify iHelp items, you may need to clear the iHelp List Cache before you can see changes to
the iHelp item (in the iHelp pane).
To clear the iHelp List Cache

2 From the menu button, choose Clear iHelp List Cache.

Creating and Administering iHelp Activating, Revising, and Deactivating iHelp Items
Activating, Revising, and Deactivating

iHelp Items
The Activate, Revise, and Deactivate buttons control:
The status of the iHelp items.
Whether the items are visible in the iHelp pane and iHelp Map.
Whether the items can be edited.
The behavior of these buttons is described in Table 12.
Table 12. About the Activate, Revise, and Deactivate Buttons
Changes
Status
Button When to Use Effect From... To...
Activate The iHelp item is Cannot be modified In Progress Active 1

complete and ready for (although it can be
general use. deleted).
The status and version no

longer appear with the item
name in the iHelp pane.
Revise You want to make Copies the iHelp item to a Active In Progress
changes to an active new record that can be
Inactive
iHelp item. edited.
For the new record,

deselects Active flag on
Responsibilities view.
Deactivate You no longer want the The iHelp item is no longer Active Inactive
item to display in the displayed in the iHelp pane
iHelp pane. or the iHelp Map.
1. Any active version of the item becomes Outdated
To activate an iHelp item

2 Select an in-progress iHelp item.
3 Click Activate.
To revise an active iHelp item


Creating and Administering iHelp Translating iHelp Items
2 Select an active iHelp item.
3 Click Revise.
TIP: Reset the responsibilities for the in-progress iHelp item so that you can see and test the item
that you are revising.
To deactivate an iHelp item

2 Select an active iHelp item.
3 Click Deactivate.
Translating iHelp Items

When translating an iHelp Item, only the text strings that the user sees are translated. These text
strings are:
Item name
Section labels
Step captions
Substep captions
If translation is not defined for a language, the text from the base record is displayed.
To translate an iHelp item

1 Navigate to the Administration - iHelp screen > Translations view.
2 In the iHelp Items list, select an iHelp item.
3 In the Translations list, create a new record, and complete the necessary fields.
Field Comments
Display Name Translation of the iHelp item name
4 Click the Designer view tab.
5 For each step:
a Open the Translations folder.
b Create a record to the Translations list and complete the fields.
6 For each substep:
a Open the Translations folder for the substep.
Siebel Applications Administration Guide Version 8.1 10 1

Creating and Administering iHelp Importing and Exporting iHelp Items
b In the Translations list, create a new record, and complete the necessary fields.
Importing and Exporting iHelp Items

iHelp items can be exported and imported as XML files.
Export and import iHelp items to:
Move iHelp items from one database to another, for example when upgrading
Create backups of iHelp items
You cannot move iHelp items between different types of Siebel repositories. For example, you cannot
export from a Siebel Call Center application to a Siebel Automotive application. In general, you need
to make sure that all the applications, screens, and views referenced in the exported item are
available in the repository where the item is imported.
To export an iHelp item as an XML file

2 In the iHelp Items list, select an iHelp item.
CAUTION: Make sure that the name of the item does not contain any special characters such as
colons or quotation marks.
3 From the menu button, choose Export iHelp Item Definition.
To import an iHelp item

2 From the menu button in the iHelp Items list, choose Import iHelp Item Definition.
3 Browse for the iHelp item XML file and click Import.
If an iHelp item of the same name already exists, the imported iHelp item is imported as a new
version of the item.
After import, the iHelp Items list is filtered to show only the newly imported item.
CAUTION: The following types of information are not exported or imported: responsibility
information and access group information.

8 Message Broadcasting
This chapter explains the procedures necessary to administer message broadcasting for Siebel
applications. It includes the following topics:
About Message Broadcasting on page 103
Scenario for Administrating Message Broadcasting on page 104
Process of Message Broadcasting on page 105
Enabling and Disabling Message Broadcasting on page 105
Creating a Message Broadcast on page 107
About Automatically Updating Message Broadcasting Text on page 110
Configuring Message Broadcast Caching on page 111
About Message Broadcasting

Message broadcasting provides a platform for administrators and other users with access to the
Message Broadcasts view to send important information directly to users screens. Typically, this
information is time-critical such as a due date, or it is updated frequently such as a call queues
status.
NOTE: Message Broadcasting is available for employee applications. (It is not available for customer
or partner applications.)
The messages can be displayed by one of the following two methods:
Scroll messages in the message bar across the bottom of a users screen, visible at all times.
Display messages in a dialog box in the middle of the screen in addition to scrolling across the
bottom of the screen.
Messages have severity levels (indicated by color) and activation and expiration dates.
Message Broadcasts can be created through the administration view, automatically from Siebel
Business Process Designer, or remotely from a third-party application through Siebel EAI.
In What Order Are Messages Displayed?

Message Broadcast messages are retrieved from the Message table through the Siebel application
server and sent to the message bars of the targeted Siebel Web Client sessions. There is no set order
for the messages to appear on the message bar, that is, the order cannot be controlled by the
administrator or the end user.

Message Broadcasting Scenario for Administrating Message Broadcasting
About Disabling Messages

Users can disable their scrolling message bar, but the administrator can override this setting for
broadcast messages.
About Message Broadcast Caching Versus Directly Polling the

Database
There are two methods for ways for the application to obtain the messages for display:
The default behavior is to have the messages read from the database each time the message bar
is refreshed. This method can adversely affect performance if the message bar is set to refresh
frequently.
Message Broadcast Caching stores messages in each applications object manager. The messages
are then broadcast through the Service Request Broker (SRBroker).
Scenario for Administrating Message

Broadcasting
This scenario is an example of process flows performed by an administrator working with call center
agents to create and send broadcast messages. Your company may follow a different process flow
according to its business requirements.
The contact center administrator wants to inform customer-care representatives of the current total
number of outbound calls relative to their days goal. In addition, the administrator wants the
customer-care representatives to be aware of the current customer service levels and whether there
are customers waiting for service.
After working with the telecommunications and application teams to define the appropriate real-time
contact center statistics for his customer-care representatives and contact center, the contact center
administrator creates broadcast messages, using statistics that come from a variety of sources and
third party solutions. The real-time data feed into the Message Broadcasting tables are accomplished
through Siebel EAI after the appropriate statistics and their sources have been identified. The
customer-care representatives then receive their individualized and group statistics on their
message bar in real time.
In addition to providing his customer-care representatives with this real-time status information, the
contact center administrator also wants to send informative messages to individuals and teams in
real time. Throughout the shifts and work day, he sends these messages to individuals and teams
using the Message Broadcasts view within the Siebel application. The contact center administrator
can send a message to an individual employee, a set of employees with the same responsibility, a
division of employees, or to all employees.
The customer-care representatives service customers using multiple communications channels with
the Siebel application. The customer-care representative can receives contact center statistics
calculated for an individual, group, or in summary on the message bar within their Siebel application.
This real-time information updates the customer-care representatives as to whether they and the
call center are meeting their service objectives.

Message Broadcasting Process of Message Broadcasting
Process of Message Broadcasting

To set up message broadcasting, the administrator typically performs the following tasks:
1 Enabling and Disabling Message Broadcasting on page 105.
2 Creating a Message Broadcast on page 107.
Enabling and Disabling Message

Broadcasting
By default, message broadcasting is enabled. As an administrator, you can enable or disable message
broadcasting. You can set message broadcasting to operate in any of the following modes:
Always enabled
Always disabled
User enabled (default)
You can also enable or disable message broadcasting in Mobile and Dedicated Web Clients.
The message bar is also supported for standard interactivity application clients, and you can display
the message bar in standard interactivity client applications.
To enable or disable message broadcasting for an application

1 Navigate to the Administration - Server Configuration screen > Enterprises view.
2 From the Enterprise Servers list, select the enterprise server that runs the application with
message broadcasting settings you want to modify.
3 Click the Component Definitions tab, then select a component that has Component Type with a
value of Application Object Manager.

Message Broadcasting Enabling and Disabling Message Broadcasting
4 Select the Application Message Bar Flag parameter in the Component Parameters subview, and
type the value you require in the Value field. For information about the values you can specify,
see Table 13.
Table 13. Application Object Manager Parameter Values
Parameter
Value Description
TRUE Specify this value if you want message broadcasting to be always enabled. If
this value is set to TRUE, users cannot disable message broadcasting.
For a Siebel Web Client deployment, the Siebel application server pushes
messages to users. For Mobile Web Client users, messages are synchronized.
If you set the Application Message Bar Flag parameter to TRUE, you can
specify the update interval for the message bar. To specify the update interval,
select the Application Message Bar Update parameter, and modify the Value
field. The default value is 120 seconds.
If the update interval is less than the SessionTimeout set in the CFG file of the
application, sessions never time out.
FALSE Specify this value if you want message broadcasting to be always disabled. If
this value is set to FALSE, the message bar and message broadcast alerts do
not appear on the screens of users.
For a Siebel Web Client deployment, the Siebel application server does not
push messages to users. For Mobile Web Client users, messages are not
synchronized.
User Enabled Specify this value if you want users to be able to enable or disable message
broadcasting in their user preferences.
If a Web client user disables message broadcasting, the Siebel application

server does not push messages to the user. If a Mobile Web Client user
disables message broadcasting, messages are not synchronized.
If this value is set to User Enable, the update interval is a user preference. For
more information, see Siebel Fundamentals.
If the update interval is less than the SessionTimeout set in the CFG file of the
application, sessions never time out.
For details on how to configure the server component, or Siebel Application Object Manager,
parameters, see Siebel System Administration Guide.
To enable or disable message broadcasting on Mobile and Dedicated Web Clients

1 Use a text editor to open the CFG file for your Siebel application.
2 Find the ShowMessageBar parameter in the CFG file.
For example:

Message Broadcasting Creating a Message Broadcast
ShowMessageBar=TRUE
3 Set the parameter value to TRUE, FALSE, or User Enabled.
See Table 13 on page 106 for more descriptions of each parameter value.
4 If you set the ShowMessageBar parameter to true, specify the update interval for the message
bar by adding the following line to the CFG file:
MessageBarUpdateInterval = seconds
where seconds is the interval in seconds between message bar updates (refreshes). The default
value is 120 seconds.
5 Save and close the CFG file.
To display the message bar in standard interactivity client applications

1 Identify the .swt file that specifies the Web template on which the container page for the
application is based.
2 Before each of the </swe:frameset> tags in the .swt file, add the following lines:
<swe:frame type="Toolbar" htmlAttr="marginheight='0' marginwidth='0' noresize

scrolling='No'">
<swe:include file="CCFrameMsgbar.swt"/>
</swe:frame>
3 Locate each line that contains a htmlAttr attribute in the .swt file.
The following is a sample line that contains a htmlAttr attribute:
<swe:frameset htmlAttr="rows='number,number,number,*' border='0' frameborder='No'">
4 In each htmlAttr attribute, enter 15 as the height of the message bar after the asterisk (*).
The following is a sample htmlAttr attribute, with the height specified:
<swe:frameset htmlAttr="rows='44,24,25,*,15' border='0' frameborder='No'">
5 Save the changes to the .swt file.

6 Restart your standard interactivity client application.
Creating a Message Broadcast

When you create a message broadcast, all connected users that you specify receive the message
immediately upon the date and time you have specified that the message be activated. Mobile users,
such as field representatives, receive the activated messages when they synchronize.
NOTE: To send a message broadcast, you must have responsibilities that include access to the
Message Broadcasts view.

Typically, the appearance of a message broadcast is designated by a single severity level, as specified
in the Severity field. Each severity level is associated with a different color. The severity level that
you choose determines the color of the message broadcast and how it is delivered.
In addition to using the Severity field to determine the appearance of a message, you can also
combine multiple severity levels to create a message broadcast with unique formatting. By adding
special tags to the text of a message broadcast, you can change the color of different sections of the
message. The following tags are used to combine severity levels in a message:
[N] for Normal
[H] for High
[U] for Urgent
For example, if your message has a severity of normal, but you want specific text to be highlighted,
you can tag parts of the text with the code for High or Urgent. Here is an example:
The trunk line from [H]Chicago, Illinois [N]is [U]DOWN!
The beginning of the message appears in the color for the severity of the message, Normal; the
words Chicago, Illinois appears in the color for High; and the word DOWN! appears in the color for
Urgent.
To create a message broadcast

1 Navigate to the Administration - Communications screen > Message Broadcasts view.
2 In the Message Broadcasts list, create a new record, and complete the necessary fields.
Field Comments
Abstract A brief description of the message.

Activation Date/ Date and time at which you want to start broadcasting the message. If
Time the Activation field is left blank, the message is broadcast immediately.
However, broadcasts are controlled by the application message interval

and login.
NOTE: The date and time are taken from the Siebel Server (not from the
machine where the client browser is running). Make sure that the date
and time are set correctly on the Siebel Server.
All Check this option to broadcast the message to all users.
Briefing Bulletin Check this option to distribute the message as a bulletin on the My
Briefing page. For more information, see Siebel Briefings Administration
Guide.
Broadcast Required to send the message broadcast to recipients message bar.

Check this option to broadcast and display the message. If not checked,
the message is not broadcast in the message bar at the bottom of the
screen.

Field Comments
Expiration Date/ Date and time at which you want to stop broadcasting the message. If
Time the Expiration field is left blank, the message does not expire and the
message continues to be broadcast.
NOTE: The date and time are taken from the Siebel Server (not from the
machine where the client browser is running). Make sure that the date
and time are set correctly on the Siebel Server.
Message Required to create the message broadcast record. The text you want to
send as the message broadcast. This field accepts up to 2,000 characters.
To use severity levels within the message text, see About Automatically
Updating Message Broadcasting Text on page 110.
Recipient Division The broadcast message is sent to all users associated with the divisions
selected in the Divisions dialog box.
This field can be used in combination with the Recipient Position field.
Recipient Position The broadcast message is sent to all users specified in the Recipients
dialog box.
This field can be used in combination with the Recipient Division field.
For an employee name to show up in the Recipients dialog box, the

employee must have a position defined and be marked active for that
position. If multiple employees occupy the same position, the message is
sent to all of them, even though you only see the active employee on the
list.
Employees with multiple positions see messages sent to any of their

positions, regardless of what position they log in as.
Severity Required to create the message broadcast record. Choose the severity
level to indicate the importance and appearance of the message.
To force the message broadcast to appear in an alert box in the middle of

the screen, in addition to its appearance on the message bar, select
Urgent with Alert.
3 In the Message field, enter the message broadcast text you want to send.
4 (Optional) In the Message field, insert severity level tags as necessary to set the appearance of
the message broadcast text.

Message Broadcasting About Automatically Updating Message Broadcasting Text
About Automatically Updating Message

Broadcasting Text
As an administrator, you can customize message broadcasting to automatically update message text
that changes frequently. For example, a call centers queue statistics frequently change. Every few
minutes, an administrator has to update the statistics to make sure agents have the most accurate
information. This manual approach is very time consuming and inefficient when dealing with
frequently changing data.
You can use Siebel EAI to automatically update message broadcasting text. Your CTI middleware or
ACD switch can provide the data for the Siebel application to distribute.
The Broadcast Message business component manages the messages. The fields of this business
component are listed and described in Table 14. These field names are necessary for developing the
integration object.
Table 14. Field Names for the Broadcast Message Business Component
Field Description
Abstract Short summary for identifying the purpose of a message, such as

Calls In Queue
Activation Date/Time When the message broadcasting should begin
All To broadcast the message to all employees with positions defined
Body The text of the message displayed in the message bar
Division Used to set recipients using division
Division Id The internal identification value for Division
Expiration Date/Time When the message broadcasting should end
Position Used to set recipients using position
Position Id The internal identification value for Position

Recipient Used to set recipients using employee
Recipient Id The internal identification value for Recipient
Type Severity of the message as defined in the List of Values type

BRDCST_MSG_TYPE
Via Broadcasting To send the message using message broadcasting
Via Interactive To send the message via Siebel eBriefings
A sample Visual Basic (VB) script follows, which demonstrates how to create and update a broadcast
message with information, using the call center queue as an example. The sample Visual Basic script
is generic; your CTI middlewares API determines the structure of syntax like the Msg command.

Message Broadcasting Configuring Message Broadcast Caching
Sample Message Broadcasting Script

The script can be created through a button, an Excel macro, or another VB application. Because it is
a script and not an application, it does not need the VB Set command. All the commands are standard
to VB coding.
This script is designed to update a message without an expiration date, not to create a new message
every time. For more information on how to get or create a Siebel Application Object, see Configuring
CAUTION: The code in this example updates single value fields. For information on how to update
multi-value fields, see Configuring Siebel Business Applications.
'Get "Broadcast Message" BusComp

Set BusObj = SiebelApplication.GetBusObject("Broadcast
Message", errCode)
Set BusComp = BusObj.GetBusComp("Broadcast Message", errCode)
'Find "Calls Waiting" message

BusComp.SetSearchSpec "Abstract", "Calls In Queue", errCode
BusComp.ExecuteQuery 0, errCode
If BusComp.FirstRecord(errCode) <> True Then
'We need to create a new message

BusComp.NewRecord 0, errCode
BusComp.SetFieldValue "Abstract", "Calls In Queue", errCode
End If
Prepare message using middleware API info.

Set Msg = "[N]Calls Waiting: [U]10"
'Update the record

BusComp.SetFieldValue "Body", Msg, errCode
BusComp.SetFieldValue "All", "Y", errCode
'Write the record

BusComp.WriteRecord errCode
In addition to writing a script, you can use Siebel Business Process Designer to create or update a
broadcast message. For more information, see Siebel Business Process Framework: Workflow Guide.
Configuring Message Broadcast Caching

The following task describes how to configure your applications to take advantage of message
broadcast caching.
NOTE: Message Broadcast administration is not supported on Mobile Web Clients when message
broadcasting caching is on. Make additions, edits, and deletions to the Message Broadcasts list only
when connected to the server.
To configure message broadcast caching

1 Navigate to the Administration - Server Configuration screen > Enterprises view.

Message Broadcasting Configuring Message Broadcast Caching
2 From the Enterprise Servers list, select the enterprise server that runs the application that has
message broadcasting settings you want to modify.
3 Click the Component Definitions tab, then select a component with a Component Type value of
Application Object Manager.
4 Select the Application Enable Message Broadcast Cache parameter in the Component Parameters
subview, and type TRUE in the Value field.
For details on how to configure the server component, or Siebel Application Object Manager,
parameters, see Siebel System Administration Guide.
NOTE: The default value for the Application Message Broadcast Cache Size parameter is 100. It
is unlikely that you need to increase this value. The minimum cache size is the ratio [message
bar refresh rate] / [message update interval]. For example, if the message bar updates every
120 seconds and the message updates every 10 seconds, set the cache size parameter to at least
12.
5 Enable message broadcast caching for Dedicated Web Clients (if any). Add or edit the
EnableMsgbroadcastCache parameter in the [Siebel] section in your applications CFG file:
EnableMsgbroadcastCache = TRUE
6 If you use any workflow policy that contains a workflow policy program of Type = Send Broadcast
Message, then activate the Check New Broadcasted Message workflow policy, which belongs to
the Siebel Messaging policy group.
For information about how to activate workflow policies, see Siebel Business Process Framework:
Workflow Guide.
The Check New Broadcasted Message policy monitors the S_BRDCST_MSG table and invokes the
Notify Broadcasted Message workflow process to broadcast any new message added to the table.

9 Alerts
This chapter explains the procedures necessary to create alerts for Siebel applications. It includes:
About Alerts on page 113
Scenario for Using Alerts on page 113
Creating Alerts on page 114
About Alerts
Alerts provide a platform for administrators and other users with access to the Alert Administration
view to send long, complex, and customized messages directly to selected groups of recipients.
Typically, these messages are time-critical, but also need to have associations with data in the
company database (for instance, literature or products) and to be customized for the recipient.
For example, to communicate product pricing changes to a sales team with members around the
world, a sales manager would want to be able to distribute new pricing structures and product
information as soon as they are approved. Traditionally, this would be done with email messages,
phone calls, or mailed literature. This approach presents some challenges:
To provide the necessary details, a large quantity of information may need to be distributed, with
file attachments or links provided by the manager.
Different team members may require different price list or product information, depending on
their organization, division, or position.
Distributing information to remote team members may produce a communication lag time.
Features of alerts include the following:
The abstract of alert messages are displayed in an applet on the recipients home page, listed in
order of the priority specified by the sender. Recipients can click on the abstract to read the entire
message.
Literature items, products, systems, and subsystems can be associated with alerts.
Access to price list and product information available to different team members may be
controlled by organization, division, or position.
Scenario for Using Alerts

This scenario provides an example of a process flow performed by an administrator, a sales manager,
and a Human Resources director. Your company may follow a different process flow according to its
business requirements.

Alerts Creating Alerts
A multinational software development corporation uses the Siebel Sales application to automate their
sales workforce. The company is organized geographically by division for the purpose of access
control, and alerts are enabled.
An international sales manager has just been given the go-ahead for a new set of software product
bundles, which include one new product. He needs to communicate these price changes to his
companys sales force as soon as possible. Because pricing varies by geography, each of the four
major geographical regions represented by his companys four sales divisions need to receive a
customized message about the new product bundles. He tells the Siebel administrator the details of
the alert message that needs to be sent.
The Siebel administrator creates the alert message, and associates a price list and the new product
with the message. She creates keywords that users will be able to search on to find the message at
a later date, if necessary.
When the Siebel administrator sends the alert, a customized message is sent to all international sales
representatives, with the appropriate price list for their division associated. The sales representatives
see the alert message on their home pages upon login to the Web client or downloads alerts during
synchronization. These users can navigate through the home page or Site Map to read the text and
any associated literature items or products.
After sending the alert to the sales force, the Siebel administrator continues with other work. The
Human Resources director has requested that employees be sent a weekly alert for the next month,
reminding them to attend a benefits information session. The Siebel administrator creates this
Human Resources alert, using the same process she used to create the sales force alert, but, instead
of sending it as a single-message alert, she designates it to recur at weekly intervals.
Creating Alerts
When you create an alert, all designated connected users receive the alert at the date and time the
alert is activated. Mobile users, such as sales field representatives, receive an activated alert after
synchronization.
To create an alert
1 Navigate to the Administration - Alert screen > Alerts view.
2 In the Alerts list, create a new record, and complete the necessary fields.
Field Comments
Priority The priority of the message determines where the message appears in the list
of alerts on the users home pages. Messages with the highest priority are at
the top of the list.
Keyword Enter keywords that the user searches on to find this message.

Field Comments
Type The type chosen from the drop-down list helps determine who receives the
alert, as follows:
Employee Home Page Alert: Displays the alert on all employees home
pages.
Partner Alert: Displays alerts to employees of registered partner

companies.
Program Information: Displays the alert to self-registered, individual

partners.
Public Information: Displays the alert to unregistered, anonymous users.
Abstract Enter a brief abstract that summarizes the message. This appears as a
hyperlink on the appropriate users home pages.
Activation Enter the date when the message will first appear to users.
Expiration Enter the date when the message will no longer appear to users.
Partner Alert Indicates that the alert is intended for partner companies. Make sure that this
field is selected so that your alert will be seen.
Employee Indicates that the alert is intended for employee users.

Alert
Make sure that this field is selected so that your alert will be seen.
All Users Select this box if you want the alert to appear to all users, as indicated by the
Employee Alert or Partner Alert check boxes.
For example, if the Employee Alert check box is checked, and the All Users
check box is checked, all employees receive the alert.
Message Body Type in the text of the message, including HTML formatting code if desired.
Alerts can be enhanced by using the following HTML formatting codes:
text = bold
text = underline
text = italics
<h4>text</h4> = font size
<a>href=http:text</a> = hyperlink to Web page or site
Preview Displays the message as it appears to users.
3 Drill down on the new record in the Abstract column.

4 If you want to add literature as an attachment:
a Click the Literature view tab.

b In the Literature list, create a new record for the literature item.
NOTE: Only literature of type Sales Tool can be added.
5 If you want to add a product as an attachment:
a Click the Product view tab.
b In the Product list, create a new record for the product.
6 If you want to specify the recipients:
a Click the Recipients view tab.
b From the Show drop-down list, select Recipient Divisions or Recipient Positions.
c Create new records to the Recipient List.
Remember, if you selected the All Users check box in Step 2 on page 114, the message will
automatically be sent to all recipients.

10 Administering and Using Inbox

This chapter contains information about the Inbox, how users use the Inbox, and how administrators
can make changes to the Inbox types that are already configured. It includes the following topics:
About the Inbox on page 117
Scenarios for Administering and Using the Inbox on page 119
Administering the Inbox on page 121
Reviewing All Inbox Items on page 121
Deleting Inbox Items on page 121
Setting Expiration Dates and Due Dates for Inbox Items on page 122
Changing the Destination View for an Inbox Type on page 122
Changing Inbox Downloading to Remote Databases on page 122
Adding Inbox Translations on page 123
Using the Inbox on page 123
Taking Action on Inbox Items on page 124
Reviewing Completed Items on page 124
Reviewing Submitted Items on page 124
If you want to create and configure new Inbox types, or make changes to Inbox functionality that
require Siebel Tools, see Chapter 11, Configuring the Inbox.
About the Inbox

The goals of the Inbox are to provide users with:
A single screen that shows all approval and notification items assigned to them regardless of the
screen where the item originated.
Enough detailed information about the item so that they can act on the item from the Inbox and
not need to navigate to other screens for more information.

Administering and Using Inbox About the Inbox
Table 15 lists some terminology used in this chapter.
Table 15. Inbox Terminology
Term Definition
Inbox item Requests for approval and notification that are delivered to in Inboxes
of users. Inbox items point to other records, or to feature objects in
the database, which require review or approval.
The term Inbox item is shortened to item in some text in this

document.
Deactivated Inbox item An Inbox item that has been processed or has expired. The item no
longer appears in the Inbox Items List view.
Inbox screen This is the screen where users can perform the following tasks:
Take action on their current Inbox items.
View their completed items.
View their submitted items.
Inbox Items List A view that displays Inbox items on which the user needs to act.
Submitted Items List A view that displays deactivated Inbox items that have been
submitted by the user.
Completed Items List A view that displays deactivated Inbox items. Typically, these are the
items for which the approval process is complete.
Inbox action The action that the user takes on the Inbox item. Typically, this is
approval, rejection, or acknowledgement.
Inbox type Determines some characteristics of the Inbox item, such as which
actions can be taken on the item, and the expiration date for the item.
Destination view A view that displays data from the feature object, and which is linked
to by the Name hyperlink.
Feature object The underlying entity that the Inbox record points to; for example, a
service request record or, for ESS, a row in the SmartScript session
table. When you drill down on an item in the Inbox, you see the
feature object.
ESS Siebel Employee Self-Service application. The Inbox is an important

feature for this application. When this document provides ESS-
specific information, the information is noted as ESS-specific.
Universal Inbox This is an alternative name for the Inbox.
How the Inbox Interacts with the Feature Objects

Inbox items contain references to the feature objects.

Administering and Using Inbox Scenarios for Administering and Using the Inbox
Feature objects interact with Inbox items through the methods of the Universal Inbox business
service. These methods can be invoked using various mechanisms, for example, run-time events can
monitor the business component operations of the feature object.
The Inbox interacts with feature objects through Inbox actions, which are defined as part of the
Inbox type. Integration business service methods are invoked when the users take action on Inbox
items.
Figure 5 illustrates interaction between feature objects and the Inbox.
Figure 5. How Inbox Interacts with Feature Objects
About the Universal Inbox Business Service

The Universal Inbox business service is the interface between the underlying feature object and the
Inbox items. Universal Inbox business service methods handle creation, update, deactivation, and
deletion of Inbox items.
CAUTION: Do not interact with the Inbox through any channel other than the Universal Inbox
Business Service.
For information about the methods in Universal Inbox business service, see Universal Inbox Business
Service Methods on page 137.
Scenarios for Administering and Using

the Inbox
These two scenarios provide examples of processes performed by administrators and users. You
might use the Inbox differently, depending on your business model. The examples provided in this
topic are for an approval process. However, similar logic applies for other items such as notification.
Scenario for Service Request Management on page 120

Administering and Using Inbox Scenarios for Administering and Using the Inbox
Scenario for Approving Personnel Action Forms Requests Captured Using ESS on page 120
Scenario for Service Request Management

An organization has implemented an automated Inbox assignment and escalation policy for service
requests. According to this policy, service requests are assigned based on the area, and an Inbox
item is created to notify the service request owner of each assignment. An Inbox item is also created
for the manager of the service request owner. The item is created based on the priority of the service
request. The Inbox was configured when the Siebel application was initially rolled out, but this recent
change in policy requires the administrator to perform some tasks.
The administrator changes the replication-level feature, which is currently set to Regional. The
administrator changes the setting so that the Inbox items are downloaded to both regional and local
databases.
In addition, the policy has to be implemented in Japanese installations, so the administrator adds
the appropriate language translation.
Previous Inbox items have remained in the Inbox for too long, so the administrator reduces the item
expiration period.
Finally, the administrator adds a new drill-down destination view for certain users who do not have
access to the standard Service Request views.
Scenario for Approving Personnel Action Forms Requests Captured

Using ESS
The Human Resources (HR) manager at a company has outlined new personnel action policies for
employees. Management has mandated that personnel change requests be filed electronically.
Approvals are required in the following sequence:
1 A HR representative for the department in which the employee works

2 The immediate supervisor of the employee
3 The departmental vice president
This new policy is assigned to a Siebel administrator for implementation.
After using the Employee Self-Service feature to set up and activate the integrated Personnel Action
Form (PAF), the administrator designs the approval flows for the business object using Siebel
Business Process (Workflow) Administration. Using the Inbox, the administrator creates the required
approval type. When a user submits this particular item, the approval type created by the
administrator invokes the approval workflow process.
A manager at the company submits a PAF. The form is routed to the human resources representative,
then the manager, and finally the vice president. Each approver can reject the form and send it back
to the requestor. If approved, the process flow results in an update of data fields.

Administering and Using Inbox Administering the Inbox
Administering the Inbox

The following list includes some of the straightforward changes that the administrator can make to
the Inbox types that have already been configured. For detailed information about how to set up and
configure Inbox, see Chapter 11, Configuring the Inbox.
Reviewing All Inbox Items on page 121
Deleting Inbox Items on page 121
Setting Expiration Dates and Due Dates for Inbox Items on page 122
Changing the Destination View for an Inbox Type on page 122
Changing Inbox Downloading to Remote Databases on page 122
Adding Inbox Translations on page 123
Reviewing All Inbox Items

Administrators can view all the Inbox items. They can also take action on any Inbox item.
To review all items

1 Navigate to the Administration - Inbox screen and one of the following views:
All Inbox Items. All items that are in users Inbox Items Lists. The administrator sees one
record for each owner.
All Completed Items. All items that are in users Completed Items Lists. The administrator
sees one record for each owner.
All Submitted Items view. All items that are in users Submitted Items Lists. The
administrator sees one record for each originator.
2 Click the Detail view tab to see information about the feature object.
3 Click the History view tab to see who owns the item and which owners have taken action on the
item.
Deleting Inbox Items

The administrator can delete Inbox items in the All Submitted Items view. When an item is deleted,
the item is deleted for all owners and for the user who submitted the item.
To delete Inbox items

1 Navigate to the Administration - Inbox screen > All Submitted Items view.
2 Delete Inbox records as required.

Administering and Using Inbox Setting Expiration Dates and Due Dates for Inbox Items
Setting Expiration Dates and Due Dates

for Inbox Items
Each Inbox item that is created is associated with an Inbox type. Fields in the Inbox type record
determine the expiration and due dates for items of that type.
To change how item expiration and due dates are set for Inbox items of a given type
1 Navigate to Administration - Inbox screen > All Inbox Types view.
2 In the Inbox Types list, select a record and edit the following fields.
Field Comments
Default Queue Duration Determines the due date for the item. When the item has been in
(Days) the Inbox of the owner for more than this number of days, the
Past Due check box appears selected.
Item Expiration Duration Determines the expiration date for the item. This field appears in
(Days) the Submitted Items List view. By default, no action is taken
when an item expires.
Changing the Destination View for an

Inbox Type
If the Inbox item is set up to link to a particular view through the Name hyperlink, you can change
this destination view or add a new destination view. For example, if some users do not have
responsibilities to see the current destination view, you can add a destination view that they can see.
Multiple views can be associated with one Item type. Each view is assigned a sequence number.
When users drill down on the Item hyperlink in the Inbox, the view that is displayed is the first view
in the sequence that they have access to, based on their responsibilities.
Changing Inbox Downloading to Remote

Databases
Inbox items can be set to download to regional and local databases. If your Inbox type is currently
configured to download to remote databases, you can change this setting.
NOTE: If your Inbox type is not currently set to download to remote databases, see Configuring the
Inbox for Use with Remote Databases on page 132.
To change remote downloading for an Inbox type

1 Navigate to Administration - Inbox screen > All Inbox Types view.

Administering and Using Inbox Adding Inbox Translations
2 Select the Inbox type.
3 In the More Info form, edit the Replication Level:
All. Downloads the Inbox items to the regional and local databases.
Regional. Downloads the Inbox items to the regional databases only.
None. Does not download items to the remote databases.
CAUTION: If the Replication Level is currently set to None, see Configuring the Inbox for Use
with Remote Databases on page 132 before you change the Replication Level.
Adding Inbox Translations

If you have a multilingual Siebel application, and the Inbox is not currently supporting all languages,
you can use the Translations view to extend language support.
Create a translation record for each language supported in your multilingual application.
To set up an Inbox translation

1 Navigate to the Administration - Inbox screen > All Inbox Types view.
2 Select the Inbox item, and click the Translations view tab.
Field Comments
Display Name Translation of the Inbox type Name.
Using the Inbox

The following list shows the procedures that a user, an employee, manager, or approver, typically
perform.
The user (an employee, manager, or approver) uses the Inbox to perform the following tasks:
Taking Action on Inbox Items on page 124
Reviewing Completed Items on page 124
Reviewing Submitted Items on page 124

Administering and Using Inbox Taking Action on Inbox Items
Taking Action on Inbox Items

Users can take action on items that are sent to them for approval. The most typical actions are to
approve, reject, and acknowledge items. The actions available to the user are determined by the
Inbox type of the item.
To approve or reject an Inbox item

1 Navigate to the Inbox screen > Inbox Items List view.
2 From the Show drop-down list, select My Inbox Items or My Teams Inbox Items.
3 In the Inbox Items list, select the item that you want to approve or reject.
NOTE: You can click the Name hyperlink to review the feature object.
4 In the Action field, select the desired action, for example, Approved.
5 (Optional) In the Comments field, enter a brief explanation.
When the record is saved, the business service and method defined in the Inbox type for the action
are triggered.
Reviewing Completed Items

The History view lets users track the progress of the items through each stage of the approval
process. For example, managers can review the approval decision and comments made by each
approver.
To review items that have been previously approved

1 Navigate to the Inbox screen > Completed Items List view.
2 From the Show drop-down list, select My Completed Items or My Teams Completed Items.
3 In the Completed Items List, select the item that you want to review.
4 Drill down on the Name hyperlink to review the feature object.
Reviewing Submitted Items

Users can review the Inbox items that they have submitted. They can check the progress of an item,
for example, to see who has approved the item and who has not.
To review submitted items

1 Navigate to the Inbox screen > Submitted Items List view.
2 From the Show drop-down list, select My Submitted Items or My Teams Submitted Items.
3 Review the Inbox items that you, or your team, have submitted.

11 Configuring the Inbox

This chapter contains information about configuring the Inbox.
For administration and user information about the Inbox, see Chapter 10, Administering and Using
Inbox.
Process of Setting Up and Configuring Inbox on page 125
Planning for Inbox Configuration on page 126
Creating Inbox Items on page 126
Creating Inbox Types on page 127
Setting Up Inbox Links to Views and SmartScripts on page 128
Setting Up Inbox Actions on page 129
Configuring the Inbox for Use with Remote Databases on page 132
Setting Up Inbox Approval Translations on page 133
Configuring the Toggle Applets for Inbox Views on page 134
Configuring the Category Icon for the Inbox on page 135
Configuring Action Buttons for Inbox Views on page 136
Setting the Log File for Troubleshooting on page 137
Universal Inbox Business Service Methods on page 137

Examples of Inbox Triggers on page 157
Process of Setting Up and Configuring

Inbox
The following section describes the processes an administrator might follow to set up and configure
the Inbox.
1 Planning for Inbox Configuration on page 126
2 Creating Inbox Items on page 126
3 Creating Inbox Types on page 127
4 Setting Up Inbox Links to Views and SmartScripts on page 128
5 Setting Up Inbox Actions on page 129
6 Configuring the Inbox for Use with Remote Databases on page 132

Configuring the Inbox Planning for Inbox Configuration
7 Setting Up Inbox Approval Translations on page 133
Planning for Inbox Configuration

Before you start configuring the Inbox, you need to do some research and planning.
This task is a step in Process of Setting Up and Configuring Inbox on page 125.
To plan an Inbox Configuration

1 Choose the feature object you want to integrate with the Inbox.
For example, Employee Self-Service forms, Service Requests, Opportunities.
2 Analyze how the object is currently accessed. Consider the following questions:
a Is the object accessed from the UI or from workflow processes? Is the object accessed from one
place or many?
b How is the object related to other objects? Are other objects dependent on the object?
c What operations do users perform on the object?
3 Determine the integration mechanism by considering what needs to happen to the object after
it enters the Inbox.
There are two kinds of integration with the Inbox:
Inbound. It is typically triggered through workflows, eScripts, run-time events, or Workflow

Monitor agents.
Outbound. It is typically triggered through workflows and eScripts.
For example, if users access the feature object in other ways besides using the Inbox, you need
to synchronize (inbound) the Inbox with the objects current data. (See also Figure 5 on
page 119.)
4 Consider the following best practices:

Interact with the Inbox only through the methods in the Universal Inbox business service.
Do not edit the Inbox fields directly.
Do not customize the fields in the Inbox.
You cannot reactivate an Inbox item after the item has been deactivated for the owner.
Instead, you must create a new Inbox item for that owner.
Creating Inbox Items

Inbox items are created by the Universal Inbox business service. Methods for this business service
can be called using various mechanisms, for example:
Workflows

Configuring the Inbox Creating Inbox Types
Workflow Monitor Agent
eScripting
Run-time events
If you want to configure the application to have Inbox items created in a certain screen or for a
business component, the following procedure outlines how to do this.
To configure the application to create Inbox items

1 Review the information about the Inbox business service, methods and workflows at the end of
this chapter.
2 Review the procedures for setting up Inbox types.
3 Use one of the ways given in the preceding list to call the Inbox business service and create Inbox
items.
Creating Inbox Types

Each Inbox item that is created is assigned an Inbox type. The Inbox type sets the following
characteristics for the Inbox item:
Action Type
The action type is the LOV type that determines the actions the user can choose to take on an
Inbox.
For example, there is an action type called UINBOX_STATUS_TYPE. There are three LOV records
of type UINBOX_STATUS_TYPE: Approved, Received, and Rejected. These records represent the
actions that the user can take on an Inbox item of this type.
NOTE: Because the effect of the action is set for each Item type, this LOV type can be used for
many Item types, but the effect of approving or rejecting can be different for each Item type.
Category
The category determines the icon that appears in the Category field for the item in the Inbox.
The category field can be useful for querying and sorting Inbox item and Inbox type records. For
information about editing the Category icon, see Configuring the Category Icon for the Inbox on
page 135.
Replication Level
Integration Object Name
Business Object Name
Item Expiration Duration (Days)
Default Queue Duration (Days)
Views and SmartScripts that link to the Inbox item

Configuring the Inbox Setting Up Inbox Links to Views and SmartScripts
Effects of the actions that the user can choose
To create an Inbox type

2 In the Inbox Types list, create a new record, and complete the necessary fields in the More Info
form.
Field Comments
Replication If you do not want to download Inbox items to remote databases, select None.
Level Otherwise, see Configuring the Inbox for Use with Remote Databases on
page 132.
Integration If there is an integration object associated with the Inbox type, you can specify
Object Name it here. This is no special logic associated with this field.
Business Enter the feature object that the destination view belongs to.
Object Name
Default Enter the number of days that the item can stay in the Inbox before the Past
Queue Due check box appears selected. This field determines the due date for the
Duration item.
(Days)
Item Enter the number of days that the item can stay in the Inbox before the item
Expiration expires. By default, no action is taken when the item expires. The Expiration
Duration field appears in the Submitted Items List view.
(Days)
Setting Up Inbox Links to Views and

SmartScripts
Administrators can specify that the Name hyperlink of Inbox items links to a particular view.
Administrators can change the destination view or add a new destination view. For example, if some
users do not have responsibilities to see the current destination view, you can add a destination view
that they can see.
You can associate multiple views with an Item type. You assign a sequence number to each view.
When users drill down on the Item hyperlink in the Inbox, the view that is displayed is the first view
in the sequence that they have access to, based on their responsibilities.
You can also specify a SmartScript to run when users click the Name hyperlink. SmartScripts are
primarily used for ESS integration with Inbox, for example, an ESS Summary Form SmartScript.

Configuring the Inbox Setting Up Inbox Actions
NOTE: If you have set a Name Drilldown action, then view records you set up are ignored.
To set up views and SmartScripts for an Inbox type

2 In the Inbox Types list, select a record, and then click the Views view tab.
3 In the Views list, create a new record, and complete the necessary fields.
Field Comments
View Select the view to display when users drill down on an Inbox item. Make sure
that the view that you enter belongs to the Business Object specified for the
Inbox type. For ESS, use the EmpSS Form Player view.
Sequence # Enter the sequence in which to make views available to the user.
SmartScript Select the SmartScript to run in the view.
Setting Up Inbox Actions

About Actions
There are several circumstances where a business service method can be invoked to act on an Inbox
item. A different action type is used for each. These actions are summarized in Table 16.
Table 16. Actions for Inbox Types
Action Invokes the Specified Business Service Method When...
Action Field The user takes action, that is, edits the Action field on the Inbox item.
Dropdown
Name Drilldown The user drills down on the Name hyperlink of the item. You can also use the
Views view to configure this hyperlink.
For more information about how to use the Views view to configure the
hyperlink, see Setting Up Inbox Links to Views and SmartScripts on page 128.
Local Validation The user, in a remote database, drills down on the Name hyperlink of the item.
For more information, see Configuring the Inbox for Use with Remote
Databases on page 132.

Table 16. Actions for Inbox Types
Action Invokes the Specified Business Service Method When...
Initialize This action is provided for backward compatibility. Do not use this action unless
you are upgrading. For more information, see the Siebel Database Upgrade
Guide.
This action invokes the Initialize method of the Universal Business Service. It
creates an Inbox item and starts the defined method.
Transfer The user transfers the Inbox item to another user.
Transfer The user transfers the Inbox item to another user, and the Transferable field for
Validation the Inbox Type is selected.
About Deactivate Item Upon Finish and Deactivate Owners Upon

Finish Fields
There are two ways that an Inbox item can be deactivated:
Deactivation can be done through one of the Universal Inbox Business Service methods.
The Inbox type can be set up so that if the business method in the Actions record finishes without
error, the item is deactivated. The item can be deactivated for all the owners or only for owner
who takes the action:
If Deactivate Item Upon Finish is set, when one owner takes action on the item, the item is
deactivated for all owners and all owners see the item in their Completed Items List.
If Deactivate Owners Upon Finish is set, when one owner takes action, the item is deactivated
(and moved to the Submitted Items List) for that owner alone. The item remains in the other
owners Inbox List.
For an example of an Inbox action setup, see Examples of Inbox Triggers on page 157.
To set up an Inbox action

2 In the Inbox Types list, select the Inbox Type, and click the Actions view tab.

3 In the Actions list, create a new record, and complete the necessary fields.
Field Comments
Action See Table 16 on page 129.
Business Service Specifies the business service to use, for example, Workflow Process
Manager.
Business Service Specifies the method to invoke for the selected business service.
Method
Business Service Specifies the arguments required to invoke the business service
Method Arguments method. For example, if you use the Workflow Process Manager
business service, your workflow must contain the properties with the
same argument names.
Deactivate Item Upon Select this option to deactivate the Inbox item for all owners, after the
Finish method has successfully completed.
Deactivate Owners Select this option to deactivate the Inbox item for one owner, after the
Upon Finish method has successfully completed.
In addition to the arguments passed in the Business Service Method Arguments field, the
following arguments are always passed to your custom business service or workflow:
Argument Comments
ActionLIC The value the user selected from the Action field. For example, if the
Inbox Type has an Action Type of UINBOX_STATUS_TYPE, the value of
this argument is one of the following: Accepted, Received, or Rejected.
BusinessObjectName The value of the business object name field for the Inbox type.
Employee Login The login ID of the user who uses the Inbox type.
InboxItemId The row ID of the Inbox item. This argument refers to the UInbox Item
business component, which is used by the Submitted Items List view.
InboxTypeId The row ID of the Inbox type.
InboxTypeName The name of the Inbox type.
IntegrationObjectNa If the Inbox type has an integration object name, the value of this field
me is passed in this argument.
ObjectId The row ID of the business object name that is managed by the Inbox
type.
NOTE: This row ID is not the standard Object ID property that is

available on every workflow.
OwnerInfoId The row ID of the Inbox Item Task. This argument refers to the UInbox
Item Task business component, which is used by the Inbox Items List
and Completed Items List view.

Configuring the Inbox Configuring the Inbox for Use with Remote Databases
NOTE: The Inbox Action passes the row ID of the feature object in ObjectId. Within a workflow
process, the ID of the primary business component on which the process is based must be stored
in the process properties Object ID. Note the space character in the Object ID process property
name. Therefore, the workflow process first copies the content of ObjectId to Object ID, if
necessary.
Configuring the Inbox for Use with

Remote Databases
Inbox items can be downloaded to regional and local databases. The Inbox functionality downloads
Inbox item records but does not download the underlying feature object.
CAUTION: The person who configures the Inbox must make sure that the feature object is
downloaded. For example, you must make sure that the service request records that the Inbox item
points to are downloaded to the local database.
If your business processes require your users to download Inbox items to remote databases, set up
a Local Validation action. This action invokes a business service method that you define when a
remote user attempts to view the underlying feature object.
The method that you define must return an argument to the Inbox, to tell the Inbox that the feature
object is not present. The Inbox then displays an error message to the user and prevents the drill
down.
To configure the Inbox for remote use

1 Define a business service with a business service method that does the following:
a Accepts the following arguments from the Inbox:
InboxItemId
OwnerInfoId
ObjectId
InboxTypeName
BusinessObjectName
IntegrationObjectName
Name-value pairs from the Inbox Parameters tables
b Looks for the feature object, and, if the feature object is found, sets the output argument
LocalValidationError to N.
3 In the Inbox Types list, select the type record.
4 In the More Info form, set the Replication Level:
All. To download Inbox items to regional and local databases.

Configuring the Inbox Setting Up Inbox Approval Translations
Regional. To download Inbox items to regional databases only.
5 Click the Actions view tab.
In the Actions list, create a new record, and complete the necessary fields.
Field Comments
Action Local Validation
Business Service The business service that you defined in Step 1.
Business Service The business service method that you defined in Step 1.
Method
Business Service Arguments for the business service method.

Method Arguments
Setting Up Inbox Approval Translations

If your Siebel application is multilingual, you need to create a translation record for each language.
Use the Translations view to specify Inbox type names in other languages.
To set up an Inbox translation

2 In the Inbox Types list, select the approval record and click the Translations view tab.
Field Comments
Display Name Translation of the Inbox type Name.

Configuring the Inbox Configuring the Toggle Applets for Inbox Views
Configuring the Toggle Applets for Inbox

Views
The Inbox supports dynamic toggle applets in three types of views, as shown in Table 17.
Table 17. Dynamic Toggle Applets for Inbox
Corresponding
Business
Views Supporting Dynamic Component for
Toggle Applet Toggle Applet Name Views
Inbox items detail views UInbox Item Task Toggle List Applet UInbox Item Task
Completed items detail views
Submitted items detail views UInbox Item Toggle List Applet UInbox Item
When you set up a dynamic toggle applet, you determine which type of form applet appears in the
lower portion of the Inbox Detail views. Typically, the applet that is based on the business object of
the underlying feature object is the most suitable applet.
For example, if you want to set up the Inbox for service request approvals, you can create a dynamic
toggle applet that displays the Service Request Detail Applet form applet when the business object
for the Inbox type is Service Requests. Then you can create a link between the Inbox business
components and the Service Request business component, so that the service request information
can display in the Inbox detail views.
To configure dynamic toggle applets for the Inbox

1 In Siebel Tools, create an applet child object for the appropriate toggle applet, as follows:
a Create a form applet. Make sure that an Applet Web Template is defined for the Edit mode of this
applet.
b Set the value of the Auto Toggle Field to Item Type BusObj Name.
c Set the value of the Auto Toggle Value field to the business object of the Inbox type. For example,
set the value to Service Request.
For information about which toggle applet to create a child object for, see Table 17. For more
information about how to configure toggle applets, see Configuring Siebel Business Applications.
2 Create links between the business component of the feature object and the two Inbox business
components, that is, UInbox Item and UInbox Item Task. Create the links as follows:
a Create a link record.

Configuring the Inbox Configuring the Category Icon for the Inbox
b Complete the fields as follows:
Field Comment
Name Automatically populated after the Parent Business Component and

Child Business Component fields are completed.
Parent Business Select UInbox Item Task or UInbox Item.

Component
Child Business Enter the business component for the dynamic toggle applet, for
Component example, Service Request.
Source Field Enter the Item Object ID.
Destination Field Enter the ID of the feature object to display in the dynamic toggle
applet; usually this is ID.
For more information about creating links, see Configuring Siebel Business Applications.
3 Associate the business component for the dynamic toggle applet with the two Inbox business
objects UInbox ItemTask and UInbox Item History. For each link, perform the following actions:
a Create a business object component record.
b Complete the fields as follows:
Field Comment
Name Enter the name of the business component for the dynamic toggle
applet, for example, Service Request.
Link Enter the name of the link from Step 2.
Configuring the Category Icon for the

Inbox
You can change and add to the icons that appear in the Category field by editing the Bitmap Category
called Inbox Category.
For more information about bitmap categories and working with images, see Configuring Siebel
Business Applications.
To add Category icon for a Category field value

1 Add the icon image file, in Graphic Interchange Format (GIF), to the images directory.
Base the size of your image on the existing Category icons in this directory, for example,
icon_approval.gif.

Configuring the Inbox Configuring Action Buttons for Inbox Views
2 In Siebel Tools, create a bitmap record for the Bitmap Category object called Inbox Category and
complete the fields as follows:
Field Comment
Name Enter the language-independent code for the value, from the
UINBOX_INBOX_TYPE LOV, for example, CAMPAIGNS.
Bitmap The name of the file from Step 1.
Configuring Action Buttons for Inbox

Views
In the preconfigured Siebel application, users take action on an Inbox item by choosing from the
Action drop-down list. You can configure the Inbox so that the first five values in the Action drop-
down list display as buttons on the UInbox Item Task List Applet applet.
Activating the Inbox Action Buttons

Which controls you activate depends on whether your application runs in standard or in high
interactivity mode.
For more information about working with controls in applets, see the section about editing applet
layout in Configuring Siebel Business Applications.
To configure action buttons for standard interactivity

1 In Siebel Tools, navigate to the UInbox Item Task List Applet.
2 Select the Edit List Applet Web Template and then activate the following Applet Web Template
Items:
ActionControl0
ActionControl1
ActionControl2
ActionControl3
ActionControl4
To configure action buttons for high interactivity

1 In Siebel Tools, for the Applet Siebel Object called UInbox Item Task List Applet, select the Edit
List Applet Web Template item.
2 Activate the UInboxCustomCtrl.
The first five entries in the Action drop-down list display as buttons on the applet.

Configuring the Inbox Setting the Log File for Troubleshooting
Configuring Background Colors for the Inbox Action Buttons

If you edited the cascading style sheet for the list applet and changed the background colors, you
need to edit the background colors for the action buttons so that they match the applet.
To change the background colors for the action buttons

In Siebel Tools, for the UInboxCustomCtrl Applet Control, edit these user properties, shown in
the following table.
User Property Comment Default Value
ActiveBackgroundColor Color code for the active #333399

background color
InActiveBackgroundColor Color code for the inactive #ffffff

background color
Setting the Log File for Troubleshooting

For troubleshooting problems with the Inbox, set the Inbox log file to a verbose level.
To set the level of the Inbox log file for troubleshooting

In Siebel Tools, set the Log Level for the Inbox log file (Alias = InboxLog) to 5.
For information about log files, see Siebel System Monitoring and Diagnostics Guide.
Universal Inbox Business Service

Methods
This section discusses the Universal Inbox business service and lists its methods.
Definitions needed to understand the Universal Inbox Business Service (see also Figure 6):
Inbox item and Inbox item owner. For most of this chapter, the term Inbox item has been
used synonymously with Inbox item owner. But to understand how the methods for the Universal
Inbox business service work, it is necessary to distinguish between the two:
The Inbox item. This is the record that appears in the Submitted Items views.
The Inbox item owner. This is the record that appears in Inbox Items and Completed Items
views. Owner information contained in this record. Typically there are one or more Inbox item
owner records associated with one Inbox item record.

Configuring the Inbox Universal Inbox Business Service Methods
Name-value pairs. In addition to the predefined fields that belong to the Inbox item records
(such as, type name, expiration date), there is provision to store additional data with the Inbox
item in the form of name-value pairs. The name-value pairs are typically used to record data
specific to the underlying feature object. The name-value pairs are stored in the Inbox
Parameters table associated with the Inbox item.
This record appears in the

Submitted Items views.
These records appear in the Inbox

Items and Completed Items views.
Figure 6. Relationship Between Inbox Items and Inbox Item Owners
Table 18. Universal Inbox Business Service Methods
Method Name Description
1 CreateInboxEx This method creates an Inbox item and an Inbox item owner.
2 CreateInbox This method creates multiple Inbox items and multiple Inbox
item owners.
3 CreateInboxItem Creates multiple Inbox items.
4 CreateInboxOwner Creates multiple Inbox item owners for an Inbox item.
5 IsInboxItemExisted Checks if an Inbox item exists.

6 GetInboxItemInfo Returns field values from an Inbox item and, if GetParams is
true, returns the name-value pairs for the Inbox item.
7 GetInboxParamInfo Returns the name-value pairs for an Inbox item.
8 GetInboxOwnerInfoEx Returns field values for an Inbox item owner.
9 GetInboxOwnerInfo Returns field values for multiple Inbox item owners for a given
Inbox item, and returns information about the action status of
the items.
10 SetInboxParamInfo Inputs name-value pairs for an Inbox item.
11 UpdateInboxItemInfo Updates field values for an Inbox item.
12 DeactivateInboxItem Deactivates all Inbox item owners for an Inbox item and
updates field values for that Inbox item.
13 DeactivateInboxOwner Deactivates an Inbox item owner, and updates the field values
for that Inbox item owner.
14 UpdateInboxOwnerInfo Updates field values for an Inbox item owner.

Table 18. Universal Inbox Business Service Methods
Method Name Description
15 DeleteInboxItem Deletes an Inbox item and all associated Inbox item owners.
16 Initialize This method is intended for use only by those upgrading from
the 7.5.3 version of the application.
This method creates an Inbox item and starts the business

service method defined in the Initialize action.
17 RouteInboxItem This method is intended for use only by those upgrading from
the 7.5.3 version of the application. For more information
about this method, see Siebel Database Upgrade Guide.
This method deactivates existing Inbox item owners and

creates new Inbox item owners for an Inbox item.
CreateInboxEx Method
This method creates an Inbox item and an Inbox item owner.
Input Arguments
Table 19. CreateInboxEx Method, Property Set, Type = InboxInfo
Property Name Required Comments
InboxName Yes This is the name for the Inbox.
InboxTypeName Yes This is the name of Inbox type.
InboxPartyId Yes The party ID of the Inbox owner.

Comments No
ObjectId No This is the object ID of the Inbox item.

InboxExpirationDuration No The duration is expressed in seconds.
InboxUTCExpirationTS No This is the UTC timestamp.
ReplicationLevel No Indicate whether this Inbox item needs to be routed

when using remote databases. Choose one of the
following options:
All. Indicates HQ, Regional, Local.
Regional. Indicates HQ, Regional.
None. Indicates HQ.
OwnerPartyId Yes This is the party ID of the Inbox owner.
OwnerPriority No

Table 19. CreateInboxEx Method, Property Set, Type = InboxInfo
OwnerQueueDuration No The duration is expressed in seconds.
OwnerUTCStartWorkingTS No This is the UTC timestamp.
OwnerActionLIC No This is the language-independent code.
OwnerUTCDueTS No This is the UTC timestamp.
The name-value pairs are put into the Inbox Parameters table.
Output Arguments
Table 20. CreateInboxEx Method, Property Set
Property Name Comments
InboxItemId This is the row ID of the newly-created Inbox item.
OwnerInfoId This is the information ID for the Inbox owner.
CreateInbox Method
This method creates multiple Inbox items and multiple Inbox item owners.

Input Arguments
Table 21. CreateInbox Method, Property Set, Type = InboxInfo
Child properties No Multiple children are allowed. See Table 22.
Table 22. CreateInbox Method, Child Property Set, Type = InboxItemInfo
InboxPartyId Yes This is the party ID of the Inbox owner.
ObjectId No This is the object ID of the inbox item.
Comments No
Table 23. CreateInbox Method, Grandchild Property Set, Type = InboxOwnerInfo

OwnerPartyId Yes The party ID of the Inbox owner.
OwnerPriority No

Output Arguments
Table 24. CreateInbox Method, Property Set
Child properties Multiple children can be returned. See Table 25.
Table 25. CreateInbox Method, Child Property Set, Type = ItemOutput
InboxItemId This is the row ID of the newly created Inbox item.
Table 26. CreateInbox Method, Grandchild Property Set, Type = OwnerInfoOutput
OwnerPartyId This is the party ID of the Inbox owner.
OwnerInfoId This is the information ID of the Inbox owner.
CreateInboxItem Method
This method creates multiple Inbox items.
Input Arguments
Table 27. CreateInboxItem Method, Property Set, Type = InboxItemInfo
InboxPartyId Yes This is the party ID of the Inbox owner.
Comments No

Table 27. CreateInboxItem Method, Property Set, Type = InboxItemInfo

when using remote databases. Choose one of the
following options:
None. Indicates HQ.
Output Arguments
Table 28. CreateInboxItem Method, Property Set, Type = ItemOutput
CreateInboxOwner Method
This method creates multiple Inbox item owners for an Inbox item. If DeactivateOthers is true, the
method deactivates the current active Inbox item owners before creating new ones.
The method searches as follows:
1 InboxItemId
2 ObjectId + InboxTypeName

Input Arguments
Table 29. CreateInboxOwner Method, Property Set
InboxItemId No This is the row ID of the newly-created Inbox item.
InboxTypeName No This is the name of Inbox type.
DeactivateOthers No Default is yes, that is, deactivate others.
Table 30. CreateInboxOwner Method, Child Property Set, Type = InboxOwnerInfo
OwnerPartyId Yes This is the party ID of the Inbox owner.
OwnerPriority No
Output Arguments
Table 31. CreateInboxOwner Method, Property Set, Type = ItemOutput
DeactivateOthers Indicates whether or not the other owners have been deactivated.

(OwnerInfoOutput)
Table 32. CreateInboxOwner Method, Child Property Set, Type = OwnerInfoOutput

IsInboxItemExisted Method
This method checks if an Inbox item exists.
1 InboxItemId
Input Arguments
Table 33. IsInboxItemExisted Method, Property Set
InboxItemId No This is the row ID of the Inbox item.
ObjectId No This is the object ID of the Inbox item.
InboxTypeName No This is the name of Inbox type.
Output Arguments
Table 34. IsInboxItemExisted Method, Property Set
IsInboxItemExisted 1 means it exists or 0 means it does not.
InboxItemId This is the row ID of the Inbox item.
HasActiveOwners A 1 indicates the Inbox item has active owners or a 0 indicates it

does not have active owners.
GetInboxItemInfo Method
This method returns field values from an Inbox item and, if GetParams is true, returns the name-
value pairs for the Inbox item.
1 InboxItemId

Input Arguments
Table 35. GetInboxItemInfo Method, Property Set
InboxItemId No This is the row ID of the Inbox item. The ID is not

updated, but is used for searching.
ObjectId No This is the object ID of the Inbox item. It is not

InboxTypeName No This is the name of Inbox type. It is not updated, but

is used for searching.
GetParams No If Y, returns all name-value pairs.
Output Arguments
Table 36. GetInboxItemInfo Method, Property Set
ObjectId This is the object ID of the Inbox item.
InboxTypeId This is the identifier for the Inbox type.
InboxTypeName This is the name of Inbox type.
InboxName This is the name for the Inbox.
InboxPartyId This is the party ID of the Inbox owner.
Comments
InboxUTCExpirationTS This is the UTC timestamp.

Name - value pairs
GetInboxParamInfo Method
This method returns the name-value pairs for an Inbox item.
1 InboxItemId

Input Arguments
Table 37. GetInboxParamInfo Method, Property Set



Output Arguments
Table 38. GetInboxParamInfo Method, Property Set
Name - value pairs
GetInboxOwnerInfoEx Method
This method returns field values for an Inbox item owner. If the Inbox item owner is in the screen-
active business component record, the method returns the values from the screen-active business
component.
1 OwnerInfoId
2 InboxItemId, OwnerPartyId
3 ObjectId, InboxTypeName, OwnerPartyId
Input Arguments
Table 39. GetInboxOwnerInfoEx Method, Property Set


OwnerPartyId No This is the party ID for the Inbox owner. It is not



OwnerInfoId No This is the ID for Inbox owner information. The ID is

not updated, but is used for searching.
Output Arguments
OwnerInfoId This is the ID for Inbox owner information.
OwnerPriority This is the owner priority for the Inbox item task.
OwnerActionLIC This is the language-independent code.
OwnerUTCDueTS This is the UTC timestamp.
OwnerComments
OwnerStartWorkingTime This is the owner start working time for the Inbox item task.
OwnerEndWorkingTime This is the owner end working time for the Inbox item task.
GetInboxOwnerInfo Method
This method returns field values for multiple Inbox item owners for a given Inbox item, and returns
information about the action status of the items.
1 InboxItemId
Input Arguments
Table 41. GetInboxOwnerInfo Method, Property Set




ActiveOwnerOnly No Default is TRUE. Indicates that information is

returned only for active owners.
EvaluateOR No Evaluate the OR condition on all owners actions

based on the Action which is passed in from the caller.
EvaluateAND No Evaluate the AND condition on all owners actions

based on the Action which is passed in from the caller.
Output Arguments
OREvalResult This is 1 if one or more owner's inbox tasks have OwnerAction equal
to the input parameter EvaluateOr. Otherwise it is 0.
ANDEvalResult This is 1 if all the owner's inbox tasks have OwnerAction equal to
the input parameter EvaluateAnd. Otherwise it is 0.
Child Properties Multiple children can be returned. See Table 43.
Table 43. GetInboxOwnerInfo Method, Child Property Set, Type = InboxOwnerInfo
OwnerInfoId This is the information ID for the Inbox owner.

OwnerPriority
OwnerActionLIC This is the language-independent code.
OwnerUTCDueTS This is the UTC timestamp.
OwnerComments
OwnerStartWorkingTime This is the UTC timestamp.
OwnerEndWorkingTime This is the UTC timestamp.
SetInboxParamInfo Method
This method inputs name-value pairs for an Inbox item.

1 InboxItemId
Input Arguments
Table 44. SetInboxParamInfo Method, Property Set



UpdateInboxItemInfo Method
This method updates field values for an Inbox item.
1 InboxItemId
Input Arguments
Table 45. UpdateInboxItemInfo Method, Property Set



InboxName No The value passed cannot be empty.
InboxPartyId No The value passed cannot be empty.

Table 45. UpdateInboxItemInfo Method, Property Set

when using remote mobile client. Choose one of the
following options:
None. Indicates HQ.
Comments No
InboxExpirationDuration No The duration is expressed in seconds. The value

passed cannot be empty.
InboxUTCExpirationTS No This is the UTC timestamp. The value passed cannot

be empty.
DeactivateInboxItem Method
This method deactivates all Inbox item owners for an Inbox item and updates field values for that
Inbox item.
1 InboxItemId

Input Arguments
Table 46. DeactivateInboxItem Method, Property Set



InboxName No The value passed cannot be empty.
InboxPartyId No The value passed cannot be empty.
ReplicationLevel No Indicates whether this Inbox item needs to be routed

when using remote mobile client. Choose from one of
the following options:
None. Indicates HQ.
Comments No
InboxExpirationDuration No The duration is expressed in seconds. The value

passed cannot be empty.
InboxUTCExpirationTS No This is the UTC timestamp. The value passed cannot

be empty.
Child Properties No Multiple children are allowed. See Table 47.
Table 47. DeactivateInboxItem Method, Child Property Set, Type = InboxOwnerInfo

OwnerInfoId No This is the information ID for the Inbox owner. It is

OwnerPriority No

Table 47. DeactivateInboxItem Method, Child Property Set, Type = InboxOwnerInfo
OwnerComments No
OwnerStartWorkingTime No This is the UTC timestamp. Y, T, or TRUE sets to the

current time.
OwnerEndWorkingTime No This is the UTC timestamp. Y, T, or TRUE sets to the

current time.
DeactivateInboxOwner Method
This method deactivates an Inbox item owner and updates field values for that Inbox item owner.
1 OwnerInfoId
If there is SSASqlErrWriteConflict conflict, clear the error message to show the error message on UI.
Input Arguments
Table 48. DeactivateInboxOwner Method, Property Set


OwnerPartyId No This is the party ID for the Inbox owner. The ID is not

OwnerInfoId No This is the information ID for the Inbox owner. The ID

is not updated, but is used for searching.
OwnerPriority No
OwnerActionLIC No this is the language-independent code.
OwnerComments No

Table 48. DeactivateInboxOwner Method, Property Set
OwnerStartWorkingTime No UTC timestamp, or Y, T, or TRUE to set to the current

time.
OwnerEndWorkingTime No UTC timestamp, or Y, T, or TRUE to set to the current

time.
UpdateInboxOwnerInfo Method
This method updates field values for an Inbox item owner.
1 OwnerInfoId
Input Arguments
Table 49. UpdateInboxOwnerInfo Method, Property Set

InboxTypeName No This is the name for the type of Inbox. It is not



OwnerInfoId No This is the information ID for the Inbox owner. It is

OwnerPriority No
OwnerComments No

Table 49. UpdateInboxOwnerInfo Method, Property Set
OwnerStartWorkingTime No UTC timestamp, or Y, T, or TRUE to set to the current

time.
OwnerEndWorkingTime No UTC timestamp, or Y, T, or TRUE to set to the current

time.
DeleteInboxItem Method
This method deletes an Inbox item and all associated Inbox item owners.
1 InboxItemId
Usage Example
Call this method when the underlying feature object for the Inbox item has been deleted.
Input Arguments
Table 50. DeleteInboxItem Method, Property Set



Initialize Method
This method is intended for use only by those upgrading from the 7.5.3 version of the application.
This method creates an Inbox item and starts the business service method defined in the Initialize
action.
CAUTION: Priority is no longer an input argument for the Initialize method. (Task) Priority is an
input argument for the RouteInboxItem Method.

Input Arguments
Table 51. Initialize Method, Property Set
ItemType Yes
ItemDescription Yes
ItemObjectId Yes
ItemSubmittedBy Yes
ItemPriority No Not supported in version 7.7.
ItemQueueDuration No
ItemComments No
RouteInboxItem Method
This method is intended for use only by those upgrading from the 7.5.3 version of the application.
For more information about this method, see Siebel Database Upgrade Guide.
This method deactivates existing Inbox item owners and creates new Inbox item owners for an Inbox
item.
Input Arguments
Table 52. RouteInboxItem Method, Property Set

ItemWorkflowInstanceId Yes
Child Properties Yes Multiple children are allowed. See Table 53.
Table 53. RouteInboxItem Method, Child Property Set, Type = TaskOwnerInfo
TaskOwnerId Yes This is the ID for the task owner.
TaskStatus No This is the status for the task.
TaskPriority No This is the priority for the task.

Configuring the Inbox Examples of Inbox Triggers
Output Arguments
Table 54. RouteInboxItem Method, Property Set, Type = ItemOutput
InboxItemId The row ID of the newly-created Inbox item.
Table 55. RouteInboxItem Method, Child Property Set, Type = OwnerInfoOutput
Examples of Inbox Triggers

This section presents samples of Inbox triggers.
Sample Workflow for Assigning Service Requests and Creating Inbox Items on page 158
Sample Workflow to Synchronize Status for Service Requests and Inbox Items on page 160
Sample Workflow to Update Inbox Items for Status Changes Made in the Inbox Detail View on
page 161
Inbox Trigger Used in ESS on page 162
Inbox Trigger Using Server Script on page 164
About the Sample Workflows

The following pages describe three sample workflows that apply to service requests and that
illustrate the use of the Inbox. You can use Siebel Tools to import the workflow files into the Siebel
Sample Database, and try out the workflows. Additionally, you can import them into your own
implementation and modify them for your business needs.
Where to Find the Sample Workflow Files

These sample workflows are provided as part of the sample database installation. You can find these
workflow files in the SIEBEL_CLIENT_HOME\SAMPLE\WORKFLOWS directory. (For example, C:\Program
Files\Siebel\7.8\web client\SAMPLE\WORKFLOWS)
The names of the files that contain the sample workflows are:
Inbox - Service Demo Creation.xml
Inbox - Service Action.xml

Inbox - Service Detail Action.xml
Creating Inbox Types for Use with the Sample Workflows

If you want to try out the sample workflows in the Sample Database, you must create two Inbox
types: SRManager and SROwner.
To create two Inbox types for use with the sample workflows
1 Create two Inbox types that use the field values given in the following table.
The procedure is in Creating Inbox Types on page 127.
Value for First Inbox Value for Second Inbox

Field Name Type Type
Name SROwner SRManager
Business Object Name Service Request Service Request
Category APPROVALS APPROVALS
Default Queue Duration (Days) 0 0
Item Expiration Duration (Days) 0 0
Action Type SR_STATUS
2 Set up a link to the Service Request Detail View for the SROwner and the SRManager Inbox types.
The procedure is in Setting Up Inbox Links to Views and SmartScripts on page 128.
3 Create an Inbox Actions record for the SROwner Inbox type that uses the field values given in
the following table.
The procedure is in Setting Up Inbox Actions on page 129.
Field Name Value

Action Action Field Dropdown
Business Service Workflow Process Manager
Business Service Method RunProcess
Business Service Method Arguments "ProcessName", "Inbox - Service Action"
Sample Workflow for Assigning Service Requests and

Creating Inbox Items
This topic describes the Inbox - Service Demo Creation workflow.

What This Workflow Does

This workflow is triggered whenever a new service request is created. The workflow acts only on
service requests where Area = Network; service requests in all other areas are ignored.
If the service request does not have an owner, it is assigned to APARKER. Inbox items and Inbox
item owners are created for the service requests owner and the service request owners manager.
Both users are then sent email to notify them that there are new items in their Inboxes.
Diagram of the Workflow
Figure 7. Inbox - Service Demo Creation Workflow

Detailed Information About the Steps in the Workflow

The workflow performs the following steps:
1 Start. The workflow is triggered when a service request is created.
2 Retrieve SRInfo. Retrieves data about the service request, for example, its Area, Status, and
SR #.
3 SRArea, isSR Assigned, HR Policies SR Type, and Default. If the service request is
unassigned and value of the Area field is Network, then assigns the service request to APARKER.
4 Checks if an Inbox item for this service request already exists.
5 CreateInbox For Owner. If an Inbox item does not already exist, this step calls the
CreateInboxEx method which creates an Inbox item of Inbox type SROwner, and an Inbox item
owner.
6 Get SREmployee Info. Retrieves the email address of the service requests owner.
7 Manager Exist. Determines if the owner of the service request has a manager.
8 Get Manager Info, Create InboxMngr, IsEmailAddrExisted, and Send Email to Manager
and to Owner. If the owner of the service request has a manager:
Retrieves information about the manager.
Calls the CreateInboxEx method to create an Inbox item of Inbox type SRManager, and an
Inbox item owner.
Sends email to both the manager and the owner of the service request.
9 IsSROwnerEmail and Send Email to SR Owner. If the owner does not have a manager, sends
email to the owner of the service request.
Sample Workflow to Synchronize Status for Service

Requests and Inbox Items
This topic describes the Inbox - Service Action workflow.

This workflow makes sure that changes to the service request records, where the value of the Area
field is Network, and the Inbox item based on those service requests are synchronized:
When a user takes action on a service request Inbox item, the status of the service request
record is updated accordingly. For example, when the Inbox item is closed by its owner, the
workflow changes the status of the underlying service request to closed.
When a user changes the Status of a service request, the actions available for the corresponding
Inbox item are appropriately updated. In this case, the Inbox items for both the owner and the
manager are deactivated and removed from the Inbox.

Figure 8. Inbox - Service Action Workflow

The workflow performs the following steps:
1 Start. The workflow starts when:
The user takes action on a service request Inbox item.
The run-time event attached to the WriteRecordUpdate event on the Service Request
business component is triggered.
2 GetInboxInfo. Retrieves a set of parameters about the Inbox item. One of the parameters is
ObjectId, which is the ServiceRequestId. This step positions the Service Request business
component on the ObjectId that has been passed in.
3 GetSRUIStatus. Retrieves the action taken by the user on the service request Inbox item.
4 Set SR Status. Updates the Status of the service request according to the action taken by the
user on the Inbox item.
5 GetSRStatus. Retrieves the status and area information about the service request.
6 Network Area?. Determines if the value of the Area field is Network. If not, the workflow ends.
7 Is SR Closed?, Deactivate Inbox Owners and Deactivate SRManagers. If the service

request is closed, calls the DeactivateInboxItem method to deactivate Inbox item owners for the
owner of the service request and their manager.
Sample Workflow to Update Inbox Items for Status

Changes Made in the Inbox Detail View
This topic describes the Inbox - Service Detail Action workflow.


This workflow is triggered when a user changes the status of a service request from within the Inbox
screen > Inbox Items List > Detail view. This workflow updates the Inbox item of the service request
according to the change made to the service request.
Figure 9. Inbox - Service Detail Action Workflow

The workflow does the following steps:
1 Start. The run-time event attached to the WriteRecordUpdate event on the Service Request
business component of the UInbox Item Task business object is triggered.
2 GetSRId. Gets the service request row ID and the Inbox item ID.
3 GetSRInfo. Gets the updated information from the service request record.
4 UpdateInboxOwnerActionInfo. Calls the UpdateInboxOwnerInfo method to update the Inbox

item owner.
5 IsSRClosed, DeactivateInboxOwner, and DeactivateInboxOwnerManager. If the service

request is closed, calls the DeactivateInboxItem method to deactivate Inbox item owners for the
owner of the service request and their manager.
Inbox Trigger Used in ESS

This section presents a sample of SmartScript code.
This code is entered in the Script_Finish statement of the ESS Form (SmartScript). It can be accessed
from the Administration - SmartScript screen > Scripts view in the HelpDesk application. For more
information about Employee Self Service, see Siebel HelpDesk Guide.

The purpose of the script is to take data from the ESS Form (SmartScript) as well as some required
arguments to invoke the Universal Inbox business service under the Initialize method. When the user
submits the ESS Form (SmartScript), this eScript code is launched, invoking the Universal Inbox
business service, and creating an Inbox item based on the parameters specified in the eScript and
the Inbox type.
function Script_Finish ()
{
var szScriptSessionId;
var szRequester;
var svc;
var indata;
var outdata;
var ssPage;
var ssQuestion;
var EmployeeLastName;
var EmployeeFirstName;
var RequestedChange;
var PAFComments;
var PAFPriority;
var szSSLanguageCode;
var szSSCurrencyCode;
ssPage = GetPage("PAF Which Change");

ssQuestion = ssPage.GetQuestion("Display Employee Last Name");
EmployeeLastName = ssQuestion.GetCurrentValue();
ssQuestion = ssPage.GetQuestion("Display Employee First Name");
EmployeeFirstName = ssQuestion.GetCurrentValue();
ssQuestion = ssPage.GetQuestion("PAF Change Requested");
RequestedChange = ssQuestion.GetCurrentValue();
ssQuestion = ssPage.GetQuestion("PAF Comments");
PAFComments = ssQuestion.GetCurrentValue();
ssQuestion = ssPage.GetQuestion("PAF Priority");
PAFPriority = ssQuestion.GetCurrentValue();
// Cancel saving everything to the database

Cancel ();
indata =TheApplication ().NewPropertySet ();

outdata = TheApplication ().NewPropertySet ();
// Get the login name of the user

szRequester = TheApplication ().LoginName ();
// Get SmartScript Save Session table ID.
szScriptSessionId = GetSessionId ();
szSSLanguageCode = GetParameter("Language");
szSSCurrencyCode = GetParameter("Currency");
indata.SetProperty ("SmartScriptLanguageCode", szSSLanguageCode);
// ItemObjectId, ItemType, ItemSubmittedBy, and ItemDescription are the

// required input arguments for the "Universal Inbox.Initialize"
indata.SetProperty ("ItemObjectId", szScriptSessionId);
// Item Type is the Approvals Inbox type defined in the
// Approvals Inbox Administration screen
indata.SetProperty ("ItemType", "Personnel Action Form");
// Short Description of the inbox item
indata.SetProperty ("ItemDescription", RequestedChange + " PAF" + " for " + EmployeeFirstName + " " +
EmployeeLastName);
indata.SetProperty ("ItemSubmittedBy", szRequester);
// ItemQueueDuration, ItemPriority, and ItemComments are the

// optional input arguments for the "Universal Inbox.Initialize"
indata.SetProperty ("ItemQueueDuration", "129600");
indata.SetProperty ("ItemPriority", PAFPriority);
indata.SetProperty ("ItemComments", PAFComments);

svc = TheApplication ().GetService ("Universal Inbox");

svc.InvokeMethod("Initialize", indata, outdata);
}
Inbox Trigger Using Server Script

This section presents a sample Server Script that calls Inbox methods.
This code is entered in the PreWriteRecord statement for the Project business component in Siebel
Tools. The purpose of this code is to take data from the project record as well as some required
arguments to invoke the Universal Inbox business service under the Initialize method. When the user
changes the value of the Status field to For Approval, this eScript code is launched, invoking the
Universal Inbox business service and creating an Inbox item based on the parameters specified in
the eScript and the Inbox type.
function BusComp_PreWriteRecord ()
{
var FldProjectStatus = this.GetFieldValue("Status");
if (FldProjectStatus == "For Approval")

{
var szScriptSessionId;
var szRequester;
var svc;
var indata;
var outdata;
indata =TheApplication ().NewPropertySet ();

outdata = TheApplication ().NewPropertySet ();
// Get the login name of the user

szRequester = TheApplication ().LoginName ();
// ItemObjectId, ItemType, ItemSubmittedBy, and ItemDescription are the

// required input arguments for the "Universal Inbox.Initialize"
var FldProjectNum = this.GetFieldValue("Project Num");
indata.SetProperty ("ItemObjectId", FldProjectNum);
// Item Type is the Approvals Inbox type defined in the
// Approvals Inbox Administration screen
indata.SetProperty ("ItemType", "ChangeManagement");
// Short Description of the inbox item
indata.SetProperty ("ItemDescription", FldProjectNum);
indata.SetProperty ("ItemSubmittedBy", szRequester);
// ItemQueueDuration, ItemPriority, and ItemComments are the

// optional input arguments for the "Universal Inbox.Initialize"
indata.SetProperty ("ItemQueueDuration", "129600");
indata.SetProperty ("ItemPriority", "High");
indata.SetProperty ("ItemComments", "Change Management Project");
svc = TheApplication ().GetService ("Universal Inbox");
svc.InvokeMethod("Initialize", indata, outdata);
}
return (ContinueOperation);
}

12 Messages
This chapter describes the administrative setup tasks that need to be performed before the Messages
screen and views are used. It also explains how end users create, view, sort, and send messages.
NOTE: The Messages functionality is unrelated to the message broadcasting and alerts discussed in
Chapter 8, Message Broadcasting and Chapter 9, Alerts.
Scenario for Setting Up Messages on page 165
Process of Setting Up and Using Messages on page 166
About Using Messages on page 166
Setting Up Messages on page 166
About Email and Screen Alerts on page 167
Creating a New Message (End User) on page 167
Setting Up Single and Recurring Alerts (End User) on page 169
Viewing Messages (End User) on page 169
Sorting Messages by Intervals (End User) on page 170
Sending a Message Using Email (End User) on page 170
Scenario for Setting Up Messages

This scenario provides an example of a business process performed by an administrator and a sales
representative to set up and manage messages. Your company may follow a different process
according to its business requirements.
A corporation has hired four new sales representatives. The Siebel administrator must set up
message functionality for these new employees. The administrator sets up accounts for each new
sales representative and checks to make sure that the Communications Management and the
Workflow Management component groups are enabled.
Next, the administrator activates the Messages workflow policies and the Siebel Message Send Email
and Siebel Message Send Email for Activity Owner workflow processes.
The administrative assistant for the sales representatives receives a message for a sales
representative, either by phone or by voice mail. Instead of writing the message out by hand, the
administrative assistant enters the message in the Messages screen and assigns the message to the
sales representative.

Messages Process of Setting Up and Using Messages
The administrative assistant associates the message with an existing account, adds information in
the Comments field, and attaches a spreadsheet file to the message. The administrative assistant
then prioritizes the message and send it either as an email or a screen alert.
By default, a message is marked private, which means that only the administrative assistant and
sales representative can review the message. The administrative assistant can alternatively choose
not to mark the message private, and then any individual with access to the account, activity,
contact, opportunity, or service request associated with the message can view it.
Process of Setting Up and Using

Messages
To set up and use messages, the administrator and the end user typically perform the following
tasks:
Setting Up Messages on page 166
Creating a New Message (End User) on page 167

Setting Up Single and Recurring Alerts (End User) on page 169
Sorting Messages by Intervals (End User) on page 170
Sending a Message Using Email (End User) on page 170
About Using Messages

End users, such as sales representatives and call center agents, can use messages to communicate
with others who also use Siebel applications. They can create messages, view and sort messages,
and associate activities and other items with messages. Using messages allows end users to maintain
a history of the communication associated with a contact, account, opportunity, or information
request.
Setting Up Messages
Administrators need to set up workflows for the Messages screen and views before a new employee
can have email access.
NOTE: Make sure that users have the Message User responsibility so that they can access Messages
views. For more information about setting responsibilities for users, read about defining
responsibilities in Siebel Security Guide.
To set up workflows for the Messages screen and views

1 Make sure that the Communications Management and the Workflow Management component
groups are enabled.

Messages About Email and Screen Alerts
2 Activate the Messages workflow policies. All Messages workflow policies are in the Siebel
Messaging policy group.
3 Activate Siebel Message Send Email and Siebel Message Send Email for Activity Owner workflow
processes.
For detailed information about how to set up workflows, see the Siebel Business Process Framework:
Workflow Guide.
About Email and Screen Alerts

There are two types of message alerts you can establish to send screen or email and screen alerts.
You can set up email and screen alerts for messages and individuals to whom you delegate message-
related activities, and perform the following tasks:
Set up an alert for an individual to whom you routinely send messages
For instance, you routinely send messages to the same individuals, and you want to set up a
standard alert method to let them know you have sent a message.
Set up an alert for a single message so the recipient receives an alert
For instance, you send a message to an individual for whom you have not set up a message alert,
but you can also set up an alert for the individual message.
You can opt to receive both email alerts and screen alerts simultaneously.
Email Alerts. A message generates an email alert when the following events occur:
A message is created and the Alert Type field has a value of Email or Email and Screen Alert.
A message is assigned to you, and you have set up an alert to receive email when messages or
activities are assigned to you by a contact or employee.
An activity is assigned to you, and you have set up an alert to receive email when messages or
activities are assigned to you.
You send an email from your Siebel application.
Screen Alerts. A message generates a screen alert when the following events occur:
A message is created and the Alert Type field of the Messages form has a value of Screen Alert
or Email and Screen Alert.
A message is assigned to you, and you have set up an alert to receive a screen alert when
messages or activities are assigned to you by a contact or employee.
An activity is assigned to you, and you have set up an alert to receive a screen alert when
messages or activities are assigned to you.
Creating a New Message (End User)

You can create a message using the Message screen.

Messages Creating a New Message (End User)
To create a new message

1 Navigate to the Messages screen > Messaging List view.
2 In the Messaging List, create a new record, and complete the necessary fields.
Field Comments
Account Shows the Account name associated with the message, if applicable.
Alert Type Allows you to select a value from the drop-down list to indicate the alert
type for the message. Default values include None, Email, Screen Alert,
and Email and Screen Alert.
Assigned To A required field that displays the name of the individual to whom you are
assigning the message. You can select a default value in the Default
Assigned To field in the User Preferences screen. See Siebel Fundamentals
for more information on user preferences.
Comment An optional text field that displays additional information.
Date/Time An editable field that displays the month, day, year and the hour, minute,
second that the message was created.
Email Automatically populates the email address when you select the contact
record.
First Name Automatically populates the first name of the contact when you select the
contact record.
Home Phone # Automatically populates the home telephone number when you select the
contact record.
Last Name A required field that displays the last name of the contact you selected as
the message recipient. After a record is saved, you can drill down on the
hyperlink to navigate to Contacts and More Info.
Message A text field that displays the content of the message.
Mobile Phone # Automatically populates the mobile telephone number when you select the
contact record.
Opportunity Displays the Opportunity associated with the message, if applicable. Click
the select button to choose an opportunity.
Priority Allows you to select a value from the drop-down list to indicate the
message priority. Default values include 1-ASAP, 2-High, 3-Medium, and 4-
Low.
Private A check box which, when selected, allows only the message creator and
recipient to view the message. When the check box is cleared, team
members associated with the opportunity, account, contact, and service
request can view the message.
SR # The Service Request number associated with the message, if applicable.

Messages Setting Up Single and Recurring Alerts (End User)
Field Comments
Status Allows you to select a value from the drop-down list to indicate the
message status. Default values include New, Read, Delegated, Return Call,
and Completed.
Work Phone # Automatically populates the business telephone number when you select
the contact record.
Setting Up Single and Recurring Alerts

(End User)
You can set up an ongoing alert type for an individual. This individual always receives an alert when
you assign a message to him.
You also can assign an alert to a single message to notify the recipient of a message. You can do this
either while you are creating the message or after you have saved the message.
To set up a recurring message alert

1 Navigate to the Messages screen > Messaging List > Message Alert Setup view.
2 In the Message Alerts Setup list, click New.
3 In the new Message Alert record, click the select button in the Last Name field.
4 In the Pick Contact dialog box, select the name, and then click OK.
5 In the Alert Type drop-down list, select the type of alert.
To send a single message alert

1 Navigate to the Messages screen > Messaging List > Daily Messages view.
2 In the Daily Messages list, click New.
3 In the form at the bottom of the window, click the drop down list in the Alert Type field, and then
choose the type of alert to assign to the message.
Viewing Messages (End User)

You can view messages assigned to you, or created by you, using your Siebel application.
To view messages assigned to you

1 Navigate to the Messages screen > Messaging List view.
2 In the Messaging list, select the message to read.
3 In the Message Details form, review the text in the Message field.

Messages Sorting Messages by Intervals (End User)
To view messages created by you

1 Navigate to the Messages screen > Messaging List > All Messages view.
2 In the All Messages list, select Columns Displayed from the Menu drop-down list.
3 In the Columns Displayed dialog box, move Created By from the Available Columns list to the
Selected Columns list, and then click Save.
4 In the All Messages list, click Query, complete the Created By field, and then click Go.
5 In the All Messages list, sort the messages by the Date/Time field.
Sorting Messages by Intervals (End

User)
Use the appropriate view tab to sort messages into Daily, Weekly, or Monthly lists. You also can use
queries to achieve the same result. The default query for the Messaging list displays all messages,
but you can select predefined Daily, Weekly, or Monthly queries to refine your lists.
To sort messages by intervals

1 Navigate to the Messages screen.
A list of messages you received today appears in the Messaging list.
2 Click Query and, in the Messages dialog box that appears, enter the date for which you want to
find messages, and click Go.
A list of messages for the specified date appears.
3 Click Today to reset the date to the current date.
4 Click the Weekly Messages view tab to view messages you received in the previous seven-day
interval.
5 Click the Monthly Messages view tab to view messages you received in the last 30 days.
Sending a Message Using Email (End

User)
You can send email messages to the recipient from within Siebel application. The recipient either can
be inside or outside your corporate firewall because the Siebel application uses the email address
associated with the contact information for the recipient. After you create a message and complete
the necessary fields, you can send the message as an email. For information on standard email
functionality within Siebel Business Applications, see Siebel Fundamentals.
To send an email message

1 Navigate to the Messages screen.

Messages Sending a Message Using Email (End User)
2 In the Messaging list, select the message to send as an email message.
3 From File menu, select Send Email.
4 In the Send Email dialog box, complete the fields for the email, and then click Send.
In the email form, click To to display the Address Book dialog box.

Messages Sending a Message Using Email (End User)

13 Activities
This chapter contains information about activities. It includes the following topics:
About Activities on page 173
Creating Activities (End User) on page 175
Working with Others Activities (End User) on page 178
Delegating an Activity (End User) on page 179
Viewing Activities Associated with Another Record Type (End User) on page 180
About Configuring Owner and Employee Fields for Activities on page 180
About Activities
Siebel applications use activities to organize, track, and resolve a variety of tasks, from finding and
pursuing opportunities to closing service requests. If a task requires multiple steps that one or more
people may carry out, activities greatly simplify the job. Activities can help:
Define and assign the task
Provide information to complete the task
Track the progress of the task
Track costs and bill for the task
These are the major advantages of breaking down a task into one or more activities:
The ownership of the problem can remain at the management level, when required.
The employee looking at assigned activities can identify only the required information.
Reporting is simplified.
Activities can be assigned to more than one person.
Activities are used to represent tasks in many situations such as scheduling and recording meetings,
appointments, and interactions with customers and prospects. If one task leads to follow-up tasks,
it is possible to associate follow-up activity records with a parent activity record.
Activities can be viewed in several different locations, including the following:
My To Do List in the Activities screen. This list shows all the users activities, regardless of
status. Access this list by navigating to the Activities screen and choosing My To Do List from the
Show drop-down list.
My To Dos in the Calendar screen. This list displays a subset of the data displayed in the My
To Do List in the Activities screen, activities that have not been completed. For general
information about using the Calendar screen, see Siebel Fundamentals.

Activities About Activities
Assignment Methods
Activities are assigned to employees. Activity assignment can take place in a number of ways:
Manual assignment
Automatic assignment to the creator of the activity (by predefaulting the Owner field to the
activitys creator)
Automatic assignment using Assignment Manager (see Siebel Assignment Manager

Administration Guide).
Business Objects Associated with Activities

Siebel activity objects may be associated with other Siebel business objects. Some common
associations are listed in Table 56. In most cases, this association is with a set of activities defined
by an activity plan and individual (or stand-alone) activities. In a few cases, an object is associated
either with an activity template or with stand-alone activities (not both).
Table 56. Association of Activity Object with Other Siebel Objects
Stand-Alone Activities from

Screen Name Business Object Activities Templates
Accounts Account Yes Yes
Agreements Service Agreement Yes Yes
Assets Asset Management Yes No
Campaigns Campaign Yes No
Contacts Contact Yes Yes
Messages Messaging Yes No
Opportunities Opportunity Yes Yes

Orders (Order Line Items Order Entry Yes Yes
view)
Preventive Maintenance FS PM Plan Item No Yes
Programs Program (DBM) No Yes
Projects Project Yes Yes
Quality Product Defect Yes No
Repairs FS Repair Yes Yes
References Reference Yes No
Service Service Request Yes Yes

Activities Creating Activities (End User)
Creating Activities (End User)

Using activities, you can assess the investment in time and resources to maintain and grow account
relationships. Sales managers also have a record of the activities of their sales representatives as
they manage account relationships. Sales teams can use activities to avoid duplicating efforts across
the team, and to share information about pending and completed activities.
NOTE: Activities that are assigned specific dates and times appear on both the Activities and the
Calendar screens. For more information, see Siebel Fundamentals.
To create an activity
1 Navigate to the Activities screen > Activity List view.
2 In the Activity List, create a new record, and complete the necessary fields.

3 Drill down on the record, and click the view tabs to complete more fields.
Field Comments
Account The account associated with the activity.
Activity # A default, application-generated number.
Alarm The Alarm check box sets the activity reminder. A reminder dialog
box appears when the activity is due. You can either set an alarm
for an individual activity, or you can set a default alarm for all your
activities. For more information, see Siebel Fundamentals.
Attachments Indicates whether there are attachments associated with this

activity. This field does not appear by default in the Service
Activities view, but can be displayed through the use of the
Columns Displayed command.
Audience A list of values established by your company that allows you to

specify which audiences can view the activity. Examples of values
are employees, partners, and customers.
Billable A check box which when selected, indicates the activity is a

revenue-generating event.
Category A list of values established by your company that allows you to

specify a category for the activity.
Service related activities are often created by one individual (such

as a call center agent) and completed by another (such as a service
repair representative). Consequently, when a service related
category value is selected (such as Diagnostic, Field Engineer
Activity, Preventative Maintenance or Other), the owner of the
activity is deleted so that the activity is unassigned. The user can
then reassign the activity by adding a new value to the owner field.
If the customer is using Siebel Assignment Manager, the activity is
automatically reassigned.
Comments A text field for activity notes and information to be shared by the
team.
Created The date and time the activity was created.
Created By The user ID of the activity creator.
Description A text entry field that can be used for additional information about
the activity.

Field Comments
Display In A field that determines where an activity appears. The field has
four values: Calendar and Activities, To Do and Activities, Activities
Only, Communication and Activities. If, for example, you want an
activity to appear in your calendar, you must set the Display In field
to Calendar and Activities and make sure that the activity has a
start time.
If you set the Type field to To Do, the Display In field automatically
changes to To Do and Activities. On the home page, To Do activities
appear in the My Activities list and do not appear in the My
Calendar list.
If you choose Communication and Activities and Email - Inbound

type, the activity is displayed in Comm Inbound Item List Applet
under Communications > Inbound Item List view.
Due An editable date field that displays a date and time by which the
activity must be completed.
Duration A list of values established by your company that allows you to

choose the duration of an activity. Default values are in minute
segments, for example 5, 10, 15, and 20.
Employees The User ID of the activity creator. You can select multiple
employees for an activity, but only one employee can be
designated as primary.
End The proposed date and time for the activity completion.
Estimate The monetary value associated with the activity estimate.
Global Owner The employee who is responsible for the activity.
Meeting Location A text field that can be used for location information that is shared
by the sales team. Examples of meeting locations are Conference
Room B and Main Campus Facility.
New Automatically selected when ownership is changed from the

activity creator to another user. Automatically cleared when the
new owner views activity details by clicking the hyperlink in the
Type field.
Opportunity A dialog box that allows you to associate an opportunity with an

activity.
Owner The primary employee associated with the activity. The default
owner is the creator of the activity. Enter a new value into the field
by typing the User ID directly into the field, or click the select
button and choose the primary employee from the Pick Employee
dialog box. The new Owner value that you enter also replaces the
primary employee that appears in the Employee field. Conversely,
if you add a new primary to the Employee field, this new primary
also appears in the owner field.

Activities Working with Others Activities (End User)
Field Comments
Price List A list of values established by your company that allows you to
specify which price list is associated with a billable activity.
Priority A list of values established by your company that allows you to

assign a priority to the activity. Default values include 1-ASAP, 2-
High, 3-Medium, and 4-Low.
Private When selected, the activity becomes visible only to the users listed
in the Employees field and the Siebel administrator.
Project Allows you to associate a project with an activity.
Rate List A list of values established by your company that allows you to
specify which rate list is associated with a billable activity.
Repeat Frequency If Repeat Frequency is selected, this field displays the interval at
which the activity repeats. Default values include daily, weekly,
monthly, and yearly.
Repeat Until An editable field that displays the date and time for the last interval
of the final meeting in the series.
Site A default value that is automatically entered when you associate

the account with an activity.
Start An editable field that displays the activity creation date and time.
Status A list of values established by your company that allows you to

assign a status to the activity. Default values include
Acknowledged, Cancelled, Declined, Scheduled, and Completed.
Type A list of values established by your company that allows you to

define the activity type. Default values include Call,
Correspondence, and Email.
NOTE: The My To Do filter allows you to view each activity that has been designated as a To Do item
using the Display In field. Choose My To Do List from the Show drop-down list to access this feature.
You can further refine the To Do List by using the predefined queries that appear in the Queries drop-
down list. For example, if you select the Uncompleted Activities query, the To Do items that do not
have a status of Done appear. You can also view uncompleted To Do items in the To Do list that
appears on the calendar screen. This list, by default, only shows To Do items that are not yet
complete.
Working with Others Activities (End

User)
The following procedure describes how to work with another users activity records, if that user has
granted you permission to do so.

Activities Delegating an Activity (End User)
For information about how to grant permission for another user to work with your activity records,
see about granting access to your calendar in Siebel Fundamentals.
To work with another users activity records

1 Navigate to the Activities screen > Others Activities List view.
2 In the drop-down list in the header, select the user whose activities you want to work with, and
click Go.
If you have add-and-modify access to the records, the New button in the Activities list is
available, and you can work with these records as your own. If you have not been granted
permission to make changes, the New button is inactive.
Delegating an Activity (End User)

If you work as part of a sales team or you are a sales manager, you may manage other peoples
activities. You can delegate an activity to another member of the sales team, an employee, or a
partner.
To delegate an activity
2 Select the activity that you want to delegate.
3 Edit the Owner field, selecting the individual to whom you want the activity assigned.
To reassign or remove ownership of an activity using the Employee field

2 Select the activity that you want to reassign.
3 Edit the Employees field, adding or removing employees as required.
4 Designate one of the employees as the Primary.
To assign an activity using Assignment Manager

2 Select the activity that you want to reassign.
3 In the form, click the menu button and choose Assign.
4 Use the Employees dialog box to select an employee to assign the activity to.
NOTE: If the delegator uses Siebel Assignment Manager to reassign an activity, the delegator is
automatically removed from the employee list.

Activities Viewing Activities Associated with Another Record Type (End User)
Viewing Activities Associated with

Another Record Type (End User)
For example, users researching service requests can review the activities related to the selected
service request in the Service Request Detail view. This view lists the completed and scheduled
activities for the service request.
The procedure below uses the Service Request screen as an example, but many other screens also
have activity views.
To view activities for a service request

1 Navigate to the Service Requests screen > Service Request List view.
2 Drill down on a service request record.
3 Click the Activities view tab.
The Activities list represents every scheduled task for the selected service request as well as the
service request history.
4 (Optional) Create a new activity and complete the fields.
5 To see more information about an activity, drill down Type field.
About Configuring Owner and Employee

Fields for Activities
Depending on your business process, you may want to configure the Siebel application so that the
Employees and Owner fields for activities are always left blank when the activity is created. (The
Owner field displays the primary from the Employee field.)
To achieve this, use Siebel Tools to set the predefault value of the Primary Owned By field (which
maps to the Owner field that appears in the UI) in the Action business component to blank.

14 Activity
Methods
Plans and Sales
This chapter contains information about activity plans, activity templates, sales methods, and sales
stages. It includes the following topics:
About Activity Templates and Activity Plans on page 181
About Sales Methods on page 182
Scenario for Activity Plans on page 182
Process of Administering and Using Activity Plans on page 183
Defining a Sales Methodology on page 183
About Activity Assignment on page 185
Creating an Activity Template on page 186
Creating TAS Customer Milestone Templates in a Localized Application on page 188
Deleting an Activity Template on page 189
Setting a Default Sales Methodology (End User) on page 189
Using an Activity Plan (End User) on page 190
For information about creating activity templates for field service activities, see Siebel Field Service
Guide.
About Activity Templates and Activity

Plans
Activity templates are created by an administrator and are blueprints for sets of activities. Activity
templates can be invoked by end users to create activity plans.
You can select an appropriate activity template for the goal you want to achieve, which generates a
list of activities associated with the activity template. This generated list of activities is an activity
plan. An activity plan saves you from creating a new list of activities for each sales call, corporate
visit, and special event. Typically, activity plans incorporate a companys best practices. Using
activity plans, you can locate, assign, schedule, and track the progress of related activities.
For instance, the following list of activities can serve as an activity template for a corporate visit with
clients for product demonstrations:
Book a conference room
Set an agenda
Confirm the date and time with the customer
Make arrangements for presenters

Activity Plans and Sales Methods About Sales Methods
This set of tasks, when defined as a template and applied to create the activity plan, helps sales team
members follow the steps your company recommends to prepare for a corporate visit. The list drives
critical tasks and defines the recommended lead time for each activity within the template.
Each activity template is associated (through its Type value) with a certain business object. See
Table 56 on page 174 for a list of business object and screens that use activity templates. In activity
plans views, only activity templates that have been associated with the active business object can
be invoked. For example, on the Opportunity screen, only templates for opportunity activities are
visible. Selecting a template creates all the activities defined by that template.
About Sales Methods

A sales method is an approach used in the sales process. The administrator sets up sales methods
and sales stages that represent the organizations desired sales process. A method may encompass
every stage associated with the sales process, from prospecting to forecasting to closing deals. You
can set up as many methods and sales stages as your organization needs. Sales representatives can
then use the method most appropriate for their opportunities.
Sales methods can differ even within one organization. For instance, a sales method for dealing with
complex multimillion dollar opportunities may include as many as fifteen stages, while a sales
method of a low dollar opportunity may require only four.
Sales methods and stages are only associated with activity templates and assessment templates of
type Opportunity.
Scenario for Activity Plans

This scenario provides an example of a process performed by the administrator and the end users in
a sales situation. Your company may follow a different process flow according to its business
requirements.
Scenario for Sales

A sales organization has adopted a new sales methodology in order to improve the effectiveness of
its salespeople. The business analyst has provided the administrator with a detailed document
describing the sales method, the stages of the method, and the activities that each salesperson
should perform at each stage of the deal. The outline of the document looks like this:
Our New Sales Method
> Stage 1, Prospecting, the lead discovery phase. (Status = Open)
> Stage 2, Qualification of the lead and working up the deal. (Status = Open)
Stage 3, Closing the deal and entering the order. (Status = Won)
> Activity 1, Prepare the quote within 2 days
> Activity 2, Email the quote to manager for approval within 3 days

Activity Plans and Sales Methods Process of Administering and Using Activity Plans
> Activity 3, Create the contract within 1 week
> Stage 4, Lost deal. (Status = Lost)
The administrator creates a new sales method record (New Sales Method) and four associated sales
stage records (Prospecting, Qualification, Closing, and Lost).
Next, she creates four new activity templates, one for each stage. The activity template describes
the activities and milestones that the salespeople should perform at that stage.
Because the salespeople enter their own opportunity records, the administrator sets up the activity
template details so that the salesperson who enters the opportunity is automatically assigned
ownership of the activities.
Sales people set their user preferences to specify that their default sales methodology is the New
Sales Method, so that this methodology is automatically filled in when they create their
opportunities.
When salespeople enter their opportunity records and specify a sales stage, the activity template for
that stage automatically generates and assigns the activities appropriate for the stage. And, because
lead times were set up in the activity template details, the due dates for the activities are calculated
automatically, based on the date that the opportunity entered the sales stage.
Process of Administering and Using

Activity Plans
This example process represents the tasks that are carried out in the course of administering and
using activity plans and sales methods.
Defining a Sales Methodology on page 183
Creating an Activity Template on page 186
Creating TAS Customer Milestone Templates in a Localized Application on page 188
Deleting an Activity Template on page 189
Setting a Default Sales Methodology (End User) on page 189
Using an Activity Plan (End User) on page 190
Defining a Sales Methodology

There are two parts to creating a sales methodology:
Creating the sales method record
Creating a sales stage record for each stage in the methodology
NOTE: Sales methods and stages are associated with activity templates and assessment templates
of type Opportunity. If you are not intending to create a template of this type, you do not need to
define a sales methodology.

Activity Plans and Sales Methods Defining a Sales Methodology
You use the Sales Methods view of the Applications Administration screen to define sales methods
and to create and associate sales stages with each of those methods.
To create a sales method and associated sales stages

1 Navigate to the Administration - Data screen > Sales Methods view.
2 In the Sales Methods list, create a new record, and complete the necessary fields.
3 In the Sales Stages list, create a new record, and complete the necessary fields.
Field Comments
Phase This value is used for rolling up many different stages into phases. Phases
simplify management and reporting of the sales cycle. Select the one that best
matches the stage you are currently adding. For example, a stage called
Prospecting would best match the lead discovery phase.
The choices in this drop-down list are configured by using the

SALES_STAGE_PHASE_TYPE type in the List of Values. For more information,
see Chapter 5, Working with Lists of Values.
The default choices are:
A - Lead Discovery
B - Working the Deal

C - Closing
D - Lost Deal
Status The choices in this drop-down list are configured by using the
SALES_STAGE_STATUS type in the List of Values. For more information, see
Chapter 5, Working with Lists of Values. The default choices are Open, Won,
and Lost.
Quota Factor The amount by which a sales representatives quota is multiplied by for that
sales stage.
As you move deals from one stage to another, some deals fall out of the
pipeline. In order to eventually close $1,000,000 in revenues, you might need
$10,000,000 worth of stage 01 deals, or $5,000,000 worth of stage 04 deals,
or $1,500,000 of stage 08 deals. This means your quota factors in this case is
10 for stage 01, 5 for stage 04, and 1.5 for stage 08.
In your Siebel application, a sales representatives quota is the sum total of his
or her revenue quota objectives on all of his or her active quota plans.
The default value is 1.
Order The sales stages position in the list of values in the Opportunities screen.

Activity Plans and Sales Methods About Activity Assignment
Field Comments
Win The probability or likelihood (out of 100) that, after successfully completing this
Probability stage, the deal is eventually won. In theory, the later the stage, the higher the
win probability should be, because each stage brings the salesperson closer to
winning the deal.
Duration The number of days in a particular stage required for an average deal under
average circumstances.
Stalled Deal The number of days that an opportunity can be in a particular sales stage. If
Limit the opportunity exceeds this limit, you can consider the deal to be stalled.
There is no effect on the sales stage or any other aspect of the opportunity.
Before the Sales Method and Sales Stage can be used, the cache may need to be refreshed. For more
information, see Clearing the Cache on page 73.
About Activity Assignment

Activities created using activity templates can be assigned automatically to:
The employee who is specified in the template.
The employee who creates the activity, using activity templates (this is usual in a sales situation).
No employee (this is recommended when Assignment Manager is used to assign the activity).

Activity Plans and Sales Methods Creating an Activity Template
The assignment is determined by the values in the Employee and Category fields of the activity
record in the Activity Template Details list, according to Table 57.
Table 57. Employee and Category Values Determine Activity Assignment
If Employee
Is... and Category Is... Then the Activity Is...
NOT NULL Any value Assigned to the employee who is

(NULL or NOT NULL) specified in the Employee field of the
template.
NULL Field Engineer Activity Not assigned. The Employee and

Repair Activity, Owner fields are blank in the created
Preventive Maintenance, or Other activity.
NULL Not Field Engineer Activity, Repair Assigned to the employee who creates
Activity, Preventative Maintenance, or the activity (by applying the activity
Other template).
NOTE: Activities created directly in the Activities screen are similarly affected by the Category value.
If the Category value is changed to Field Engineer Activity, Repair Activity, Preventive Maintenance,
or Other, the values of Owner and Category fields are deleted and set to NULL when the record is
saved.
Creating an Activity Template

You use the Activity Templates view of the Administration - Data screen to create activity templates.
NOTE: For information about creating service activity templates using the Service Details view, see
Siebel Field Service Guide.
To create an activity template without grandchild records

1 Navigate to the Administration - Data screen > Activity Templates view.

Activity Plans and Sales Methods Creating an Activity Template
2 In the Activity Templates list, create a new record, and complete the necessary fields.
Field Comments
Sales Stage If you are creating a template of type Opportunity, select the sales stage with
which you would like to associate the activity template. When the sales stage is
selected, the Sales Method field is automatically filled in.
When this sales stage (and sales method) are specified for an opportunity and
Auto Trigger is selected, the activity template is used to automatically populate
the Activity Plan view for that opportunity.
For information about creating sales stages and methods, see Defining a Sales
Methodology on page 183.
Type Select the type that specifies where you would like the template to be available.
For example, select Account if you want to use this template to create activity
plans for accounts, or Milestone for TAS customer milestones.

TEMPLATE_OBJECT_TYPE type in the List of Values. For more information, see
Chapter 5, Working with Lists of Values.
Sales When the sales stage is selected, the Sales Method field is automatically filled
Method in.
Public There is no logic associated with this field. You may choose to use it in
conjunction with workflows and search specifications.
Auto Trigger If you are creating a template of type Opportunity, select this field to have the
activity plan automatically generated for opportunities with this sales stage.
3 Click the Activity Template Details view tab.

4 In the Activity Templates Details list, create a new record, and complete the necessary fields.
Field Comments
Type The choices in this drop-down list are configured by using the TODO_TYPE
type in the List of Values. For more information, see Chapter 5, Working
with Lists of Values.
Duration The time needed to complete the activity. This field determines the end
time for the activity.
Lead Time The lead time for the activity.
Lead Units Units of time to measure the lead time of the activity.
Employees User names of the people who are to perform the activity.
See About Activity Assignment on page 185.

Activity Plans and Sales Methods Creating TAS Customer Milestone Templates in a
Localized Application
Field Comments
Alarm Whether an alarm should go off when it is time for the activity.
Category See About Activity Assignment on page 185.
Lock Assignment Whether the Employees field should be locked so that assignment cannot
be changed by Assignment Manager. (Assignment can still be changed
manually, for example, by the administrator.)
Required This check box indicates that the activity must be completed. This is for
information only; there is no associated code.
Display In Choose to display the activity in the Calendar screen, the Activity screen,
or in both. This field is not displayed by default.
Breakable This is an input parameter to Siebel Scheduler. For more information, see
Lock Schedule This field is used for service activity templates. For more information, see
Work Time This field is used for service activity templates. For more information, see
5 Create a new activity template detail record for each activity associated with the activity
template.
Creating TAS Customer Milestone

Templates in a Localized Application
The sample Target Account Selling (TAS) Customer Milestone activity template is available only in
English. If you are running a localized version of the Siebel Sales application (that is, a version in a
language other than English) and are using the Target Account Selling module, you need to create
an activity template of type Milestone, as outlined in the following procedure.
To translate a TAS Customer Milestone template for a localized application

1 Navigate to Application - Data screen > Activity Templates view.
2 In the Activity Templates list, query for records of type Milestone where Milestone is the
translation of the English word in the localization language.
NOTE: For the translation, see the Interface Terminology Look-up manual for your language, or,
in the List of Values, look for the Display Value that corresponds to the Language-Independent
Code for Milestone. For more information about List of Values, see Chapter 5, Working with Lists
of Values.
Six records should be found by the query:
1-Request Offering(s)

Activity Plans and Sales Methods Deleting an Activity Template
2-Evaluate Offering(s)
3-Approve / Select
4-Legal / Purchasing
5-Implement
6-Measure
3 For each of the six templates:
a Click the Activity Templates Detail view tab.
b Make sure that for each detail record, the Type is Recommended Activity where Recommended
Activity is the translation of the English phrase in the localized language. (See note in Step 2.)
c Optional: Translate the Description of each detail record into the localized language.
4 Follow the procedure for adding a milestone in Adding Customer Milestones on page 438, and
make sure that the six Activity Templates (Step 2 of this procedure) appear in the Event field
drop-down list.
Deleting an Activity Template

NOTE: If you delete an activity template, the activities associated with activity plans that reference
the template are not deleted. However, the reference to the activity template from the activity is
deleted.
To delete an activity template

1 Navigate to the Administration - Data screen > Activity Templates view.
2 In the Activity Templates list, select and delete the activity template record.
Setting a Default Sales Methodology

(End User)
End users can set a default sales methodology in their preferences so that each time they create a
new opportunity, their default sales methodology is filled in for the opportunity record.
To set a default sales methodology

1 From the application-level menu, choose Tools > User Preferences.
2 On the link bar, click Price List & Sales Methodology.
3 In the Sales Methodology field, select the methodology that you want to have as the default.

Activity Plans and Sales Methods Using an Activity Plan (End User)
Using an Activity Plan (End User)

An activity plan defines the activities needed to implement a project or goal, or to resolve issues that
frequently occur. For example, if a service-oriented activity plan is associated with a service request,
the plan might include a standard set of activities required to resolve the SR.
Activity plans use activity templates that establish the list of activities to be completed. Activity
templates, created by administrators, may have various levels of details pertinent to each member
of a team, such as requisitioning parts and tools, steps involved in the service activities, or special
directions or instructions.
After an agent chooses an activity plan, the steps are in place to help diagnose and resolve the
customers issues, and the agent can move to the next customer call. Either Assignment Manager or
an administrator can assign the activities to the appropriate users.
To create activities associated with an activity plan

1 Navigate to the Service Requests screen > Service Request List view.
2 In the Service Request list, select the service request, and drill down on the SR #.
3 Click the Activity Plans view tab.
4 In the Activity Plans list, create a record, and in the Template field, select the appropriate activity
template for the service request.
5 In the Planned Start field, enter the start date and time for activities related to the service
request.
6 Save the Activity Plan.
Activities associated with the plan are automatically generated and appear in the Activities
subview.

15 Assessments
This chapter contains information about assessments. It includes the following topics:
About Assessment Templates on page 191
Scenario for Using and Administering Assessments on page 191
Process of Administering and Using Assessments on page 192
Creating an Assessment Template on page 192
Performing an Assessment (User) on page 194

Assessing an Opportunity for Target Account Selling (End User) on page 195
About Assessment Templates

An assessment template is a model used to generate an assessment. Assessment templates can be
created to assess opportunities, contacts, and accounts, as well as other areas of the Siebel
applications.
Assessments ask questions (in the form of attributes) and score the answers in order to determine
a single total score or percentage, which measures or ranks a given opportunity, contact, account,
or so on.
Assessments are made up of one or more attributes. Each attribute has a name, a weight, a set of
allowable values and a description field. For example, a common attribute for an account might be
Credit History. The values for this attribute might include Excellent, Good, Average, and Poor. Each
of these values carries a numerical score and, optionally, instructions for the end user on how to
choose the correct value.
Typically, the administrator creates assessment templates, and end users apply the templates and
carry out the assessments.
Scenario for Using and Administering

Assessments
This scenario provides an example of a process performed by the administrator and the end users in
a sales situation. Your company may follow a different process according to its business
requirements.
A sales organization has adopted a new sales methodology in order to improve the effectiveness of
its salespeople. The business analyst has provided the administrator with a detailed document
describing the sales method.

Assessments Process of Administering and Using Assessments
Because the salespeople have too many opportunities to deal with at once, they need to prioritize
their opportunities. To help them to this, the business analyst has created a standardized assessment
document that he recommends all salespeople use to rank their opportunities. The outline of
assessment document looks like this:
Assessing a Lead at the Qualification Stage
> Attribute 1: Adaptability to New Technology, weight = 5
Attribute 2: Number of potential users, weight = 7
0 to 50, score = 0, Too small
51 to 100, score = 1, Route to telesales
101 to 500, score = 2, Route to middle market
more than 500, score = 6, Pursue aggressively
Attribute 3: Sponsors stance, weight = 10
Adversarial, score = -5, Strongly against us
Weak, score = 0, Neutral or slight favor another vendor
Moderate, score = 5, Willing to recommend our product
Strong, score = 10, Believes we are the best choice
> Attribute 4: Leads purchase profile and history, weight = 5
The administrator uses the information in this document to create an assessment template
associated with the qualification stage. When a salesperson reaches the qualification stage of the
deal, the Assessments view for that opportunity is automatically populated with the questions that
need to be answered in order to assess and prioritize the opportunity.
Process of Administering and Using

Assessments
This example process represents the tasks that are carried out in the course of administering and
using assessments.
Creating an Assessment Template on page 192
Performing an Assessment (User) on page 194
Assessing an Opportunity for Target Account Selling (End User) on page 195
Creating an Assessment Template

You use the Sales Assessment Templates view of the Administration - Data screen to create
assessment templates.

Assessments Creating an Assessment Template
To create an assessment template

1 Navigate to the Administration - Data screen > Sales Assessment Templates view.
2 In the Assessment Templates list, create a new record, and complete the necessary fields.
Field Comments
Assessment The name of the template.
Type Select the type that specifies where you would like the template to be
available. For example, select Contact if you want to use this template to
create an assessment plan for contacts.

TEMPLATE_OBJECT_TYPE type in the List of Values. For more
information, see Chapter 5, Working with Lists of Values.
Sales Stages If you are creating a template of type Opportunity, select sales stages
with which you would like to associate the assessment template.
When one of these sales stages (and matching sales method) is specified
for an opportunity, the assessment template is used to automatically
populate the Assessments view for that opportunity.
Sales Method This field is filled when a sales stage is selected.
3 In the Assessment Attributes list, create a new record for each attribute you want to assess.

:
Field Comments
Order The attributes position in the Assessment Attributes list.
Name Name of the attribute.
Weight The relative importance of the attribute.
Max Child This field contains the maximum score from the Attribute Values list.
Weight Times This is the product of the Weight and the Max Child values.
Score

Assessments Performing an Assessment (User)
4 For each assessment attribute, create a record for each possible value of the attribute in the
Attribute Values list.
Field Comments
Order Indicates the values position in the Attribute Values list.
Value The name of the value, for example, Excellent, Good, or Average.
Score The number of points that the value represents.
Description Additional information about the value to help the assessor.
These values appear in the Pick Attribute Value dialog box when the end user applies the
template. For information about using an assessment template, see Assessing an Opportunity
on page 351.
How Assessment Scores Are Calculated

The total score for the assessment is determined by summing weighted scores for each assessment
attribute:
where n is the number of assessment attributes in the template.
The score is also calculated as a percentage of the maximum score possible:
where Max_Scorei is the largest score for any value in the Attribute Values list for the ith attribute.
This is the Max Child value shown in the Assessment Attributes applet. For example, in the
assessment example in the Scenario for Using and Administering Assessments on page 191, the
largest score for Attribute 2 is 6 and the largest score for Attribute 3 is 10.
Performing an Assessment (User)

You can perform assessments of accounts, contacts, and opportunities.

Assessments Assessing an Opportunity for Target Account Selling (End User)
You can use account assessments to compare accounts, to compare accounts with a model, or to
determine what information is present or not for an account. You complete the assessment by
selecting the appropriate values for the different accounts.
The following procedure shows how to assess an opportunity, but the procedure is essentially the
same for any screen where assessments can be performed.
An opportunity assessment helps you qualify opportunities and verify resource allocation. Using an
assessment template, you can select values and attributes to assign a composite value to the
opportunity.
NOTE: In some companies, your Siebel application automatically generates assessments, but if this
process has not been automated, you can create assessments manually.
To perform an assessment
1 Navigate to the appropriate Assessments view. For example, to assess an opportunity, navigate
to Opportunities > List > Assessments.
2 Query for the first item that you want to assess, then click the Assessments view tab.
3 In the Assessments list, create a new record, and complete the necessary fields:
a In the Template Name field, click the select button.
The Select Assessment Template dialog box appears.
b Select the template, and then click OK.
Alternatively, select a record from the list of assessment templates.
4 Click the Assessment Attributes subview tab.
5 For each assessment attribute, select the appropriate value for the attribute from the drop-down
list in the Value field.
A composite assessment value for the item appears as a percentage value in the Percent field in
the Assessments view. This percentage compares the value you entered with the maximum
possible value for the item.
Assessing an Opportunity for Target

Account Selling (End User)
Sales professionals can use the Assessments view to evaluate the opportunity using criteria
developed by Siebel MultiChannel Services. Assessments must be completed before determining the
best strategy. An assessment focuses on the following four key questions:
1 Is there an opportunity?
2 Can we compete?
3 Can we win?
4 Is it worth winning?

Sales professionals assess their organizations position and the position of their top competitors
against these criteria. As the sales campaign progresses, sales professionals repeat this assessment
and then compare the results to past assessments to evaluate and monitor their position at each
sales stage.
The first few times an assessment is performed, use the TAS Coach to help evaluate and answer each
set of assessment questions. After a number of assessments are performed and you are familiar with
the criteria and methodology, use the Assessment form to rate the criteria.
To begin an assessment
1 Navigate to the Opportunities screen > List view.
2 In the Opportunities list, drill down on the opportunity which you want to assess.
3 Click the Target Account Selling view tab.
4 In the lower link bar, click Assessments.
The Assessments list includes all the assessments you and your sales team have performed to
date. Use the Assessments list to compare opportunity assessments for your company and your
competitors.
5 In the Assessments form, click New.
6 In the new record, the Assessment For field defaults to Our Company for self assessments. If you
are assessing a competitors position, enter the competitor in this field.
7 In the Assessment form, click TAS Coach, and then complete the assessment criteria questions.
For more information, see Using the TAS Coach on page 196.
Using the TAS Coach

The Assessment TAS Coach uses Siebel SmartScripts technology to help sales professionals evaluate
opportunities. The explorer pane expands to show the individual questions in each question set, and
the form at right provides information on assessment considerations and rating selection.
To perform an assessment using TAS Coach

1 Assess the position of each of the criteria in the Assessments list by selecting a plus (+), a minus
(-), or a question mark (?) from the drop-down list.
2 Click Next to advance to the next set of criteria questions.
Click Previous to return to criteria you have already assessed.
Click Cancel to return to the Assessments view without saving the assessment.

If you want to pause in the middle of a TAS Coach assessment, and then return to the
assessment at a later time, click Finish Later. The assessment does not appear in the
Assessments list until it is completed.
Your assessment is saved in the SmartScripts screens My Saved Session view. Use Site Map to
navigate to the SmartScripts screen.
If you do not have enough information to answer the question, select the question mark (?).
3 When you have rated all criteria, click Finish to return to the Assessments list.
You must click Finish to save the criteria ratings.


16 Calendar
This chapter describes the resource and calendar access tasks performed by the administrator.
It includes the following topics:
About Calendar Resources on page 199
About Calendar Access on page 199
Scenarios for Calendar Administration on page 199
Process of Calendar Administration on page 200
Setting Up Resources on page 201
Adding and Modifying Calendar Access on page 201
Deleting Calendar Access on page 202
Configuring the Calendar Alarm on page 202
Configuring the Calendar on page 203
About Calendar Resources

Resources are typically things such as conference rooms and audiovisual equipment that are
reserved and used by employees for meetings and other calendar activities. Resources have
availability associated with them and can be invited as participants to calendar activities, in much
the same way as employees and contacts are invited to calendar activities. For more information
about adding participants to activities, see Siebel Fundamentals. The administrator is responsible for
setting up and maintaining the list of resources.
About Calendar Access

Normally employees grant each other access to their calendars as described in Siebel Fundamentals.
However, there are various situations when the administrator may be required to add, modify, or
delete calendar access for employees.
Scenarios for Calendar Administration

These scenarios provide examples of calendar tasks performed by the administrator. Your company
may follow a different process according to its business requirements.

Calendar Process of Calendar Administration
Resource Administration
This topic presents two scenarios requiring resource administration:
Before the Siebel application is rolled out to end users, the administrator creates resource
records. He creates resource records for all the conference rooms for the various floors and
buildings of the companys sites. He also creates resource records for the audio-visual equipment
that employees may want to reserve for use at their meetings.
After the Siebel application is rolled out, the company grows and more sites and conferences
rooms are added. Old audio-visual equipment is discarded and new equipment is purchased. The
administrator continues to maintain the list of resources, keeping it up-to-date.
See To administer resources for calendar activities on page 201 for the procedure associated with
these scenarios.
Calendar Access Administration

Here are three scenarios requiring calendar access administration:
Employee A is out of the office unexpectedly. Employee B needs to view Employee As calendar
so that she can cancel his appointments. Employee B asks the administrator to give her access
to Employee As calendar. See To give Employee B access to Employee As calendar on page 201.
An executive has been granted access to many of his colleagues calendars. When the executive
moves to a new division, he no longer needs to access to these employees calendars. He asks
the administrator to clear the list by removing his name from all employees Calendar Access List
views. (Alternatively, the executive could have contacted all the employees whose calendars are
on his Owner drop-down list and asked each of them to remove his name from their calendar
access lists.) See To remove all employees from an employees Owner drop-down list in Calendar
view on page 202.
When an employee leaves the company, the administrator removes the employees name from
the Owner lists of other employees. See To remove an employee from all employees Calendar
Access List views on page 202.
Process of Calendar Administration

This example process represents the tasks that are carried out in the Scenarios for Calendar
Administration on page 199.
Setting up of resources is completed before the end users begin to set up meetings. Other tasks are
carried out according to the companys business needs.
1 Setting Up Resources on page 201
2 Adding and Modifying Calendar Access on page 201
3 Deleting Calendar Access on page 202

Calendar Setting Up Resources
Setting Up Resources
The following procedure describes administering resources for calendar activities.
To administer resources for calendar activities

1 Navigate to Administration - User screen > Resources view.
2 In the Resources list, create a new record, and complete the necessary fields.
TIP: If the Description and Site fields are not sufficient to identify the resource, other fields can
be added to the Resources list applet. For example, your company may want to add Building
Number and Floor fields to help end users find and identify resources. For information on creating
and exposing fields, see Configuring Siebel Business Applications.
3 Edit and delete resource records as required.
Adding and Modifying Calendar Access

There are two Calendar Administration views that can be used to modify calendar access:
Calendar Admin Access Received lists all the calendars that the selected employee can access.
Calendar Admin Access Granted lists all the employees who can access the selected employees
calendar.
To give Employee B access to Employee As calendar

1 Navigate to Administration - User > Employees > Calendar Administration > Access Granted.
2 In the Employees list, select the employee (Employee A).

3 In the Calendar Administration list, create a new record or select an existing record and complete
the Last Name and Update Access fields.
Field Comments
Last Name This is the name of the Employee B who wants to access Employee As
calendar.
Update Access If this field is selected, Employee B has read/write access to Employee As
calendar.
If this field is not selected, Employee B has read-only access to Employee

As calendar.
To view all the calendars to which an employee has access

1 Navigate to Administration - User screen > Employees > Calendar Administration > Access
Received view.

Calendar Deleting Calendar Access
2 In the Employees list, select the employee.
The Calendar Administration list shows calendars to which the employee has access.
NOTE: Records can be added, modified, and deleted from this view.
Deleting Calendar Access

For a selected employee, the administrator can delete all employees from the Access Granted or the
Access Received list.
To remove all employees from an employees Owner drop-down list in Calendar view
1 Navigate to Administration - User screen > Employees > Calendar Administration > Access
Received view.
3 Make sure that you have selected the employee whose Owner drop-down list you want to clear.
4 From the menu button in the Access Received list, select Delete All.
This command deletes all records in the list. The employee selected in the Employees list no
longer has access to any calendars other than his or her own.
NOTE: Alternatively, you can use the Delete Record command to remove just one selected
employee from the employees calendar owner drop-down list.
To remove an employee from all employees Calendar Access List views

1 Navigate to Administration - User > Employees > Calendar Administration > Access Granted.
3 Make sure that you have selected the employee that you want to remove from all employees
calendar access lists.
4 From the menu button in the Access Granted list, select Delete All.
This command deletes all records in the list. The calendar of the employee selected in the
Employees list can no longer be accessed by any other employees.
NOTE: Alternatively, you can use the Delete Record command to delete the employee from one
selected employees calendar access list.
Configuring the Calendar Alarm

This section describes how to administer Calendar alarms:
Setting Alarm Manager Load Frequency on page 203.
Setting Retroactive Alarms on page 203.

Calendar Configuring the Calendar
Setting Alarm Manager Load Frequency

A system preference called Alarm Manager Load Frequency determines how frequently the calendar
alarm queries the server for alarm-enabled appointments. The default value is 60 minutes, but you
may want to change this time to better suit your business needs: querying the server less frequently
results in fewer SQL calls. However, each SQL call takes longer to execute. In certain cases, this
trade-off results in improved performance. (Also, if the alarm frequency is less than the session time-
out set in the eapps.cfg file, sessions never time out.)
For information on how to edit system preferences, see Setting System Preferences on page 44.
Setting Retroactive Alarms

Retroactive alarms are alarms for past events that did not display before the event because the user
was not logged in. By default, the application is set to display up to 14 days of past retroactive alarms
for missed events. You can change the number of days for retroactive-alarm display by editing the
RetroAlarmInterval user property of the Alarm Manager business service.
Configuring the Calendar

This section describes some aspects of the Calendar feature that configurators or administrators can
configure:
Displaying Start and End Times for Calendar on page 204
Displaying Fields, Colors, Drilldowns, and ToolTips on page 204
Specifying Day Summary ToolTip on page 205
Showing and Hiding User Interface Components on page 207
Changing User Interface Strings on page 208
Changing Date Display Format on page 209
Changing the First Day of the Week on page 210
Overriding User Preferences on page 211
Enabling and Disabling Calendar Editing on page 211
Using Special Date Markers on page 211
Specifying Extra Business Components on page 212
Dragging-and-Dropping Records from Other Applets into the Calendar on page 212
Changing Controls in the Calendar Detail View on page 215
Showing or Hiding Side Applets on the Life Sciences Calendar on page 215

Displaying Start and End Times for Calendar

Two fields determine the start and end times for display in the calendar applet (Table 58). These two
fields are specified by applet user properties.
Table 58. Calendar Applet User Property for Calendar Activity Start and End Times
Applet User
Property Description
Start Date The name of the field that indicates the start date and time for display in the
calendar applet.
End Date The name of the field that indicates the end date and time for display in the
calendar applet.
Displaying Fields, Colors, Drilldowns, and ToolTips

This section describes displaying fields for calendar records, displaying field colors, and displaying
ToolTip text.
Displaying Fields for Calendar Records

You can configure one or more fields as display fields for calendar records. Field configuration is
controlled by the applet user property, Display Fields. The value of this user property is a list of
comma delimited business component fields that you want displayed for each record in the calendar.
For the Activity Calendar, the default value is Description, which is the description of the activity
displayed in the calendar.
TIP: If you want to display contents of more than one field, you can either configure multiple display
fields or create a calculated field that concatenates other fields and set the concatenated field name
as the value of the Display Fields user property. For example, multiple display fields are used for the
calendar applet (CS CG Activity HI Calendar Applet) used by the Consumer Sector application.
Displaying Field Color

You can configure each display field to display in a specified color and change the color dynamically.
Use the Display Field Colors applet user property to configure the colors of the display fields. See
Table 60 on page 206 for information about this user property.
Displaying Field Drilldown

You can specify a drilldown object for each Display Field through the applet user property, Display
Field Drilldown Object Names. The value of the user property is a comma delimited list of drilldown
objects defined for the applet.

Displaying Field ToolTip Text

When you move the mouse over a display field in a calendar record, ToolTip text appears (Figure 10
on page 206.) The ToolTip content is configurable through the applet user property Display Field
Name.Tooltip Fields, where Display Field Name is the name of the display field.
The user property value is a list of comma delimited business component fields. The values of these
business component fields display as the ToolTip in the display field. By default, the name of the
business component field is used as the label in the ToolTip text.
Make the label for a ToolTip field translatable by creating a control in the applet with the name Tooltip
Field Label:Field Name. The caption of the control is used as the label for the ToolTip field. For
example, for the business component Quote, field Name, the ToolTip label for the field is defined as
a control of name ToolTip Field Label:Quote.Name, and the caption of the control will be the label for
this field.
Specifying Day Summary ToolTip

For a given day on the Weekly and Monthly Calendar, you can specify the format of the ToolTip that
displays all the records for this day.
Day Summary ToolTip User Properties

Table 59 lists the applet user property for the Day Summary ToolTip.
Table 59. Calendar Applet User Property for Day Summary ToolTip
Applet User
[Buscomp Template for the day summary ToolTip.

Name.]Day
ToolTip appears when mouse over the tile header (7 day weekly or monthly) or
Summary Tooltip
the day slot (5 day weekly).
Template
Action.Day [Planned] [Planned Completion] [Type]: [Description]

Summary Tooltip
It will be rendered as:
Template
12:00PM 1:00PM Appointment: Test eBiz
1:00PM 2:00PM Training: Take course
2:00PM 4:00PM Appointment: Design review

Calendar ToolTip Text Figure

Figure 10 shows an example of the ToolTip text in the Activity Hi Calendar.
The calendar activity hyperlink defaults to

the Description field
ToolTip text
Figure 10. Calendar Activity Hyperlink and ToolTip Text in the Activity HI Calendar Applet Example
User Properties for Calendar Fields, Colors, Drilldowns, and ToolTips

Table 60 lists the Calendar user properties for the Calendar fields, colors, drilldowns, and ToolTips.
Table 60. Calendar Applet User Property for Calendar Fields, Colors, Drilldowns, and ToolTips
Applet User Property Description
Display Fields The value of this user property is a list of comma delimited
business component fields that you want displayed for each
record in the calendar.
For the Activity Calendar, the default value is Description, which

is the description of the activity displayed in the calendar.
Display Field Colors The value can be comma delimited color strings or field names
in the format of #RRGGBB.
If the value is a color string, using the format #RRGGBB, then

it is used as a color string, otherwise, if the format is not
#RRGGBB, then it is interpreted as a field name.
Display Field Drilldown Object Comma delimited drilldown object names.

Names
For example, the Quote. Display Field Drilldown Object Name
Applet User Property Name could drilldown to the Quote Detail
- Id, Quote Detail - Name User Property Value.

Table 60. Calendar Applet User Property for Calendar Fields, Colors, Drilldowns, and ToolTips
Applet User Property Description
Display Field Drilldown Source Comma delimited business component field names.
Fields
[Display Field Name.]Tooltip Replace ["Display Field Name".] with the actual display field
Fields name. The value of the user property is a list of comma
delimited field names.
ToolTip appears when mouse over the records display field.
For example, the Description.Tooltip Fields user property has

the value of Type, Description, Planned, Planned Completion.
The following is an example of the ToolTip that could be

displayed:
Type: Appointment
Description: Test
Start: 2/2/2004 12:30PM
End: 2/2/2004 13:00PM
Showing and Hiding User Interface Components

You can show or hide the UI components by user properties, as listed in Table 61. The HI Calendar
Base Applet contains the default values for all HI calendars. These user properties can be overwritten
by the current applet.
Table 61. Calendar Applet User Property for User Interface Components
UI Component Description
Enable Daily Set the Daily button to N to hide the button, and set to Y to show the
button.
Enable Weekly Set the Weekly button to N to hide the button, and set to Y to show the
button.
Enable Monthly Set the Monthly button to N to hide the button, and set to Y to show the
button.
Enable New Button Set the New button to N to hide the button, and set to Y to show the
button.
Enable Today Button Set the Today button to N to hide the button, and set to Y to show the
button.
Enable Print Button Set the Print button to N to hide the button, and set to Y to show the
button.

Table 61. Calendar Applet User Property for User Interface Components
UI Component Description
Enable Date Picker Set the Date Picker button to N to hide the button, and set to Y to show
the button.
Enable Owner Picker Set the Owner Picker button to N to hide the button, and set to Y to show
the button.
Enable Timezone Set the Timezone Picker button to N to hide the button, and set to Y to
Picker show the button.
Changing User Interface Strings

By changing the user interface strings, which come from Siebel Tools configurations, you can change
the user interface controls.
The HI Calendar Base Applet contains the basic UI strings for all HI calendars and the repeating pop-
up dialog. These UI controls can be overwritten by the current applet. Table 62 lists the applet
controls.
Table 62. HI Calendar Base Applet Controls
Control Name Caption
Daily Tab Daily
Weekly Tab Weekly
Monthly Tab Monthly
New Button New
Today Button Today

Print Button Print
Delete Button Delete
5 Day Week Button 5 Day Week
7 Day Week Button 7 Day Week
New Account Call Button New Account Call
New Contact Call Button New Contact Call
New Meeting Button New Meeting
Owner Label Owner
Timezone Label Time Zone

Private Label (private)
No Description Label (no description)
All Employee View Label All Employees

Table 62. HI Calendar Base Applet Controls
Control Name Caption
Time Slot Label Tooltip Click to create a new record
Tile Header Day Label Tooltip Click to go to this day
Tooltip Field Label:Description Description
Tooltip Field Label:Meeting Location Meeting Location
Tooltip Field Label:Comment Comment:
Tooltip Field Label:Planned Planned
Tooltip Field Label:Planned Planned Completion

Completion
Tooltip Field Label:Type Type
Repeating Dialog Title Edit Repeating Activities
Repeating Dialog Label 1 This appointment is part of a

repeating series
Repeating Dialog Label 2 Please choose one of the following:
Repeating Dialog This Instance Modify this instance
Repeating Dialog All Future Modify this and all future instances
Instances
Repeating Dialog OK Button OK
Repeating Dialog Cancel Button Cancel
Changing Date Display Format

Table 63 shows the LOVs used to change the display format for the days of the week, the days of the
month, the print header for different views, and the 5 Day Weekly header.
Table 63. Date Display LOVs
To change... Use...
Labels for the days of the week. LOV type IDS_SSA_LOVTYPE_DAY_NAME with
names from Monday to Sunday.
Labels for the months. LOV type IDS_SSA_LOVTYPE_MONTH_NAME

with names from January to December.

Table 63. Date Display LOVs
To change... Use...
Formats of the print header for different views. LOV type CAL_PRINTHEADER_FORMAT with
names: Daily, Weekly, Monthly, WeeklyFromTo.
Format of other date displays. LOV type CAL_DATEDISPLAY_FORMAT with the

following names:
Daily. Controls the format of the date string

displayed on the button row in the Daily
calendar.
Weekly. Controls the format of the date

string displayed on the button row in the
Weekly calendar.
Monthly. Controls the format of the date

string displayed on the button row in the
Monthly calendar.
WeeklyFromTo. Controls the from/to format

for the Weekly calendar.
HI - 5 Day Weekly Header. Controls the date

format in 5 day weekly calendar header.
SI - Weekly Header. Controls the date

format in weekly calendar header for SI
calendars.
Changing the First Day of the Week

Use the First Day of Week applet user property to change the first day of the week. Table 64 shows
the values for the First Day of the Week applet user property.
Table 64. First Day of Week Applet User Property
Use this value... For....
0 Sunday
1 Monday
2 Tuesday
3 Wednesday
4 Thursday
5 Friday
6 Saturday

Overriding User Preferences

You can use the applet user property to override all the user interface user preferences, which are
used for all HI calendars. Table 65 shows the applet user property.
Table 65. Applet User Property
User Property Name Description
Default Calendar Mode Language independent calendar mode (Daily/Weekly/Monthly).
Preferred Weekly Mode Weekly mode (5 Day Week/7 Day Week).
Preferred Timeslot Interval Timeslot interval in slot views.
Preferred Business Day Start End time of a business day.

Time
Preferred Business Day End Start time of a business day.

Time
Preferred Appointment Duration Appointment duration when create new appointments.
Enabling and Disabling Calendar Editing

The following list shows the consequences if the No Insert property or the No Update property is
selected, or if the Calendar is based on multiple business components.
If the No Insert property of the calendar applet is checked, then the New button and inline record
creation are disabled. Inline record editing is allowed.
If the No Update property of the calendar applet is checked, inline editing is disabled. Inline
record creation is still allowed.
If the Calendar is based on multiple business components (see Specifying Extra Business
Components on page 212 for details), then the New button, inline record creation, and inline
record editing are disabled.
Using Special Date Markers

You can use markers that can be displayed in 7-Day Weekly and Monthly calendars to mark certain
days as special days (Table 66). These markers are configured through the applet user property.
Table 66. Special Date Markers
Special Date Buscomp Name Name of the business components to get special date info
from.
Special Date Buscomp Start Date Field Specify the start date field.
Special Date Buscomp End Date Field Specify the end date field.

Table 66. Special Date Markers
Special Date Buscomp Marker Field A field that is used to generate the special date marker.
By default, it is a piece of HTML that will be inserted into

an <A> element and put in the header of the day tile.
Special Date Marker ToolTip Comma delimited list of field names.
Specifying Extra Business Components

You can configure a calendar applet to display records from multiple business components (Table 67)
by specifying additional source business components using the applet user property, Extra Source
Buscomp Names. For each extra source business component, you can specify properties such as its
Start Date Field using the [Buscomp Name.] notation. For example, to display both activities and
quotes in a single calendar, you can configure the applet based on the Action business component
and then specify Quote as the extra source business component. Use the Quote.Start Date Field user
property to specify the Start Date Field for Quote business component.
Table 67. Calendar Applet User Property to Display Data from Multiple Business Components
Applet User
Extra Source This user property specifies the extra business components. You can specify
Buscomp Names user properties for each extra source business component using the [Buscomp
Name]. notation.
For example, to specify the Start Date Field for Quote business component, you
use Quote.Start Date Field user property. For each extra source business
component, Start Date Field user property is required.
There are two user properties that are specifically for extra source business
components.
Visibility Mode
Search Specification
For example, to specify the visibility mode and search specification for Quote
business component, you use Quote.Visibility Mode and Quote.Search
Specification user properties.
Dragging-and-Dropping Records from Other Applets

into the Calendar
A list applet in the Calendar view can be configured so that one or more records can be dragged from
the list applet and dropped onto the calendar applet.

Drag-and-Drop Action Behavior

The behavior of the drag-and-drop action is configurable. Table 68 shows an example of this
behavior.
Table 68. Example of Configurable Drag-and-Drop Behavior
In the... Dragging...
Pharma application A record from the Activities list to the daily

calendar applet, updates the Planned Start date
for the activity according to where it is dropped
on the calendar.
Consumer Sector application Records from the Activities list to the calendar
applet, creates a new record of type In Store
Visit for the account, and associates appropriate
activity records to the new In Store Visit record.
If multiple records are dragged, the account for

the new record is based on the account of the
last record in the dragged group.
Drag-and-Drop User Properties

Table 69 shows the user properties on the list applet that determine the drag-and-drop behavior.
Table 69. Applet User Property for Calendar Drag-and-Drop (Set on the List Applet)
Applet User
Enable Drag And Drop Y/N (default to N)
Calendar Default Set this to:

Action
NewRecord to create a new calendar activity record when a record is
dragged from the list applet to the calendar applet. (This is also the
default behavior, unless the Calendar Drag Method user property is
set.)
UpdateTime to change the time field in the source (dragged) record

according where the record is dropped in the calendar applet. (No new
record is created.) This behavior is seen in the Pharma application.
Calendar UpdateTime If Calendar Default Action = UpdateTime, set the Calendar UpdateTime
Field Field user property to the time field in the source applet that you want to
have updated by the drag-and-drop action.
For example, in the Pharma application (Pharma Calendar Activity List

Applet), this is set to Planned.

Table 69. Applet User Property for Calendar Drag-and-Drop (Set on the List Applet)
Applet User
Calendar Drag Field, If Calendar Default Action = NewRecord, set the Calendar Drag Field user
Calendar Drag Field1, properties to copy data from the source record to the new calendar activity
Calendar Drag Field2, (target) record.
Calendar Drag Field3
The format for these user properties is
...
Source_field_name,Target_field_name
Calendar Drag Fieldn
For example, to copy content from a field named Summary in the source
record to the Description field in the calendar activity record: Calendar
Drag Field = Summary,Description.
Calendar Drag If Calendar Default Action = NewRecord, set this user property to Y if you
Associate want to have the source records associated with the new (target) record.
The dragged records become child records of the new calendar activity
record.
Calendar Drag Child If Calendar Drag Associate = Y, set this user property to the name of the
Associate Field field in the dragged (source) records that is to associate them with the new
calendar activity record. The field specified gets populated with the row ID
of the new calendar activity record.
Calendar Drag If the default calendar action does not meet your needs, it is possible to
Method supply your own method to control the drag-and-drop action. This is done
by setting this user property to the method name.
If this user property is set, the preceding user properties are ignored.
For example, in the Consumer Sector application, this is set to the Drag
And Drop Handler method.
Calendar Drag If a method is supplied in the Calendar Drag Method user property, enter
BusComp the name of the business component on which you want to invoke the
method. If this user property is not specified, the method is invoked on
the current business component.
For example, in the Consumer Sector application, this is set to the In Store
Visit business component.
Calendar Drag BusObj If a business component is supplied in the Calendar Drag BusComp user
property, enter the name of the business object to use when retrieving the
Calendar Drag BusComp business component.
If this user property is not specified, the current business object is used.
However, it is better to specify a value for this business object, even if it
is the same as the current business object. This is to make sure that
instantiating the Calendar Drag BusComp business component does not
affect other business components within the current view.
For example, in the Consumer Sector application, this is set to the In Store
Visit business object.

Changing Controls in the Calendar Detail View

The Calendar Detail view (accessed by clicking the New button on the daily, weekly, or monthly
calendar views) has three buttons that are managed by the specialized class
CSSSWEFrameGanttHiMode in the HI Gantt Chart applet. Table 70 shows the button name and the
pop-up applet invoked by the button.
Table 70. Participant Availability Buttons
Buttons Name Popup Applet Invoked
Add Employee HI Gantt Chart Employee Pick Applet
Add Resource HI Gantt Chart Resource Pick Applet
Add Contact HI Gantt Chart Contact Pick Applet
Showing or Hiding Side Applets on the Life Sciences

Calendar
The calendar pages for the Siebel Life Sciences application have list applets on the right side of the
calendar applet. See Figure 11 on page 215.
A user property called Suppress Side Applets Calendar Types on the LS Pharma Activity HI Calendar
Applet determines whether or not the side list applet is displayed.
For example, you can choose to have the side list applet displayed with the daily and weekly
calendars but not with the monthly calendar.
Figure 11. LS Pharma HI Activity Calendar View with Daily Calendar Applet and Side List Applet

To hide or show the side list applet on the LS Pharma HI Activity Calendar View
For the LS Pharma Activity HI Calendar Applet, edit the Suppress Side Applets Calendar Types
applet user property to include the calendars for which you want to hide the list applet.
For example, set the value to Daily, Weekly5, Weekly7, Monthly to hide the side list applet on all
the calendars.

17 State Models
This chapter is about state models: how to set them up and how they work. It includes the following
topics:
About State Models on page 217
Scenario for State Models on page 218
Process of Setting Up State Models on page 218
Configuring Business Components for State Models on page 219
Creating State Models and State Transitions on page 220
Activating State Models on page 222
Configuring Child Modification for State Models on page 223
About State Models

State model functionality allows you to constrain the state of an object by prescribing allowed state
values and allowed state transitions. For example, a service request object may be constrained to
three states: Open, Closed, and Pending. Furthermore, the state transitions may be constrained to:
Open to Pending, Open to Closed, and Pending to Closed.
For Siebel workflows, state models provide a data-driven method for extending control based on the
state of the object. For general information about Siebel workflows, see Siebel Business Process
Framework: Workflow Guide.
The state model functionality consists of three key elements:
State Model. A blueprint of acceptable states and state transitions that are enforced by the state
machine.
State Machine. An engine that enforces the transitions between states for an object during its
lifetime. The state represents where the object is in its lifetime. The state can also control
whether the data of that object can be modified. For example, a record that is in a Closed state
may be considered frozen, such that its attributes cannot be modified. The state machine reviews
all required conditions defined for the state model before the state transition is completed.
State Transition. Defines the allowable migration of an object from one state to the next. For
instance, a record that has been closed but must be reopened may go from the Closed state to
an Open state and may go from Open to Pending, but may not transition directly from Closed to
Pending.
Specific conditions can be associated with state transitions. For example, you can specify that
only certain individuals can initiate state transitions or that a transition can only be initiated if
the object meets certain criteria.

State Models Scenario for State Models
Scenario for State Models

This scenario provides an example of a process performed by the administrator. Your company may
follow a different process according to its business requirements.
A company has recently configured its Siebel application to keep track of suggestions for product
enhancements received from customers and employees. To do this, they created a new business
component called Enhancements, along with a supporting Product Enhancements screen and views.
The administrators task is to set up a state model on this new business component.
First, the administrator uses Siebel Tools to check that Enhancements business component is based
on the CSSBCBase class. Then, she discovers that the configurator has already enabled the state
model user property for this business component.
Within the Siebel application, she creates a state model based on the Status field (an LOV field) of
the Enhancement business component.
The state model contains four allowed states:
New. This is set as the default state, the state of any newly received enhancement ideas.
Assigned.
Accepted. This is set as a No Delete and No Update state so that an accepted enhancement is
read-only and cannot be deleted.
Rejected. This is set as a No Delete and No Update state so that a rejected enhancement is read-
only and cannot be deleted.
The state model contains three allowed transitions:
From Open to Assigned. Managers assign enhancement suggestions to the most suitable
employees for investigation. Because of this, the transition from Open to Assigned is restricted
to the managers positions.
From Assigned to Accepted.
From Assigned to Rejected.
Employees are required to write an assessment of each suggestion before rejecting or accepting
it. To encourage this, conditions are created so that the status cannot be changed to Accepted
or Rejected if the Assessment field is left blank.
Finally, the administrator activates the state model by restarting the server.
Process of Setting Up State Models

This example process represents the tasks that are carried out in the Scenario for State Models on
page 218.
1 Configuring Business Components for State Models on page 219. This is only required if the
business component has not been enabled for state models.
2 Creating State Models and State Transitions on page 220.

State Models Configuring Business Components for State Models
3 Activating State Models on page 222.
Configuring Business Components for

State Models
You can create state models on business components that are:
State-model enabled in the preconfigured application
Based directly on the CSSBCBase class and that are enabled using the procedure given in this
section
Creating state models for business components based on subclasses of CSSBCBase class is not
supported by Oracle. In particular, do not create or modify state models on the Enterprise Service
Definitions, SRM Request, and SRM Repeating Request business components. These are used for
server administration.
This task is a step in Process of Setting Up State Models on page 218.
To find out if a business component is already enabled for state models

1 Navigate to the Administration - Application screen > State Models view.
2 Create a new record and try to complete the Business Component field.
Some business components are described in the following table.
If the Business Component Then That Business

You Want Component Continue with Procedure
Is listed in the Business Is already enabled To create a new state model on

Component dialog box page 220
Is not listed in the Business Is not enabled To enable a business component

Component dialog box for state models functionality in
Siebel Tools on page 219
3 Delete or undo the new record.
To enable a business component for state models functionality in Siebel Tools

1 Make sure that the business component is based on the CSSBCBase class.
2 Create a new business component user property with the following properties:
Name=State Model
Value=Y

State Models Creating State Models and State Transitions
Creating State Models and State

Transitions
This section describes how to create and define state models and state transitions.
To enable a state model on a business component, the field used should:
Be an LOV (list of values) or MLOV (multilingual lists of values) field.
Have no dependencies on other fields. (For example, do not use a constrained LOV field or a
calculated field.)
To create a new state model

1 Navigate to the Administration - Application screen > State Models view.
Field Comments
Activation The date on which the state model begins to be enforced.
NOTE: You can set up more than one state model for a given field as long as
the activation to expiration periods do not overlap.
Business The business component that the state model is based on. The dialog box for
Component this field displays all of the business components that have been enabled for
the state model. To enable a business component that is not enabled by
default, see Configuring Business Components for State Models on page 219.
Expiration The date on which the state model is no longer enforced.
Field The name of the field that the state transitions apply to. The dialog box for
this field displays the fields that are defined for the business component.
Name A name that uniquely identifies the state model.
2 Click the States view tab.
3 In the State list, create a new record, and complete the necessary fields.
Field Comments
State Name The dialog box for this field presents the list of values for this field.
Default The default state name specifies a beginning value for the business component
field.
NOTE: If the field is predefaulted in Tools, then it cannot be overridden by the

state model.

State Models Creating State Models and State Transitions
Field Comments
No Delete 1 If checked, records in this state cannot be deleted unless they are referenced
by a parent record in which the Cascade Delete property is set to Delete.
Cascade Delete always overrides the State Model restrictions. For information
about how No Delete effects child records, see Configuring Child Modification
for State Models on page 223.
No Update 1 If checked, records in this state are read-only and cannot be updated.
NOTE: No Update also affects a records child records. For example, if an

account becomes read-only due to use of the No Update restriction, the
related contacts for the account also become read-only, so inserting and
deleting contacts is not possible.
Restrict If checked:
Transition
Only defined transitions from this state are allowed.
And there are no transitions defined, the state becomes an end state,
where users cannot transition from it to any other state.
If not checked, this state can transition to any of the defined states.
1. Note: Even if No Delete and No Update restrictions are specified for the state model, MVG fields that do not have a direct
parent-child link between the parent field and the MVG applet are not read-only when a record is in a No Update or No Delete
state. To avoid confusion for end users, you can remove MVG fields from the child applet.
4 Click the Transitions view tab.
5 In the Transitions list, for each restricted transition, create a new record, and complete the
necessary fields.
Field Comments
From State The original field value for the state transition.
NOTE: If a state transition is not defined for the default State Name value, the
field that the state model is based on cannot be changed.
To State The new field value for the state transition, changing from the value indicated
in From State.
Public Indicates that all users are allowed to make the transition. If checked, records
in the Authorized Positions list are ignored. For more information, see Step 6
on page 222.

State Models Activating State Models
Field Comments
Rule Field These three fields allow you to specify a simple field condition that must be
satisfied for the transition to occur.
Rule Operator
For example, a state transition is created that allows users to change the
Rule Value
status of a service request from Open to Closed when the sub-status is
Resolved uses a rule like this:
The syntax for rules is the same as the syntax for calculated field values and
field validation in Siebel Tools. For more information about the syntax, see
about operators, expressions, and conditions in Siebel Developers Reference.
Rule Allows for the creation of complex or multiple conditions that must be satisfied
Expression for the transition to occur.
The syntax for the Rule Expression field is the same as the syntax for
calculated field values and field validation in Siebel Tools. For more
information about the syntax, see about operators, expressions, and
conditions in Siebel Developers Reference.
6 To restrict a state transition to a subset of users (positions), clear the Public field for the
transition and create records in the Authorized Positions list.
NOTE: If the Public Flag is not checked and no positions have been added in the Authorized
Positions list, no users are able to make the transition.
Activating State Models

This topic provides information about activating state models.
How Are State Models Activated?

Your new state model does not become available to users until a new Application Object Manager
(AOM) server process is created. By restarting the server or the Application Object Manager (AOM)
server components, you start new AOM processes that obtain your new state model from the
refreshed state model cache.
How Are State Models Activated for Mobile Users?

For mobile users who connect through Siebel Remote, the state model is enforced once a user has
synchronized with the database server. State models are supported on regional nodes. For more
information about support for regional nodes, see the Siebel Business Rules Administration Guide
and Siebel Remote and Replication Manager Administration Guide.

State Models Configuring Child Modification for State Models
How Are State Models Enforced?

State models are enforced on the Siebel business logic level. Thus, state models are enforced for
updates made through Siebel Visual Basic, Siebel eScript, and workflow processes. However, state
models are not enforced for updates made through Enterprise Integration Manager (EIM) or workflow
policy programs because these do not go through the Siebel Object Managers.
How the AOM Reads State Model Objects

State model objects are read from the run-time database, not from the compiled Siebel repository
file (SRF).
NOTE: If you are distributing state models to other environments, you need to migrate the run-time
database tables for the state model (as well as distributing the SRF file).
Activating State Models

To activate state models

1 Do one of the following:
Restart the server.
Restart the Application Object Manager (AOM) server components.
2 Clear the browser cache.
Configuring Child Modification for State

Models
By default, child records cannot be created, modified, or deleted when the state of the parent record
is No Delete.
You can change this behavior in two ways:
Globally. At the business-service level by editing the Enable Child Modification user property for
the State Model Cache business service.
Locally. If child modification is enabled at the business-service level, you can disable it for
individual business components using the State Model Enable Child Modification business
component user property.

State Models Configuring Child Modification for State Models
To enable child modification for all business components

In Siebel Tools, set the State Model Cache business service Enable Child Modification user
property to Y.
This allows you to create, modify, and delete child records, even when the parent record state is
No Delete.
To disable child modification for an individual business component if child

modification is globally enabled
In Siebel Tools, set the State Model Enable Child Modification user property for the business
component to N.
The interaction of the Enable Child Modification (business service) and the State Model Enable
Child Modification (business component) user properties is summarized in this table.
And the State Model

If the Enable Child Enable Child Modification Then, for the business
Modification business business component user component, child
service user property is property is modification is
Yes Y or blank Enabled
Yes N Disabled
N any value Disabled

18 Literature
This chapter is about administering and using literature in the Siebel application. It includes the
following topics:
About Literature on page 225
About Setting Up Literature Files on page 226
Creating and Modifying Literature Files on page 226
Creating Literature Records on page 227
Creating Translation Records on page 229
Creating Literature Item Kits on page 230
About Making Literature Visible to Users on page 231
Sharing Literature Through the Products Screen on page 232
Sharing Literature Through the Competitors Screen on page 232
Sharing Literature Through the Decision Issues Screen on page 233
Sharing Literature Through the Correspondence Screen on page 234
Sharing Literature Through eBriefings on page 234
Sharing Literature Through Literature or Infocenter on page 235
About Literature
Siebel Literature allows you to give your users access to sales and marketing literature, such as
product brochures, white papers, data sheets, and other types of literature items. Users view these
documents using the application that created them, for example, Microsoft Word, Lotus Word Pro, or
Adobe Acrobat.
Literature items may also be grouped into literature kits. Literature kits may include items not
normally thought of as literature, such as promotional hats, coffee mugs, or T-Shirts. These kits may
then be made available for distribution through fulfillment centers. Literature kits are covered later
in this chapter. Fulfillment is covered in Siebel Correspondence, Proposals, and Presentations Guide.
After you create literature records and associate documents with them, your employees can use
literature in several ways:
Employees can use the Literature or Infocenter screen to search through all the literature that is
available to them.

Literature About Setting Up Literature Files
You can associate literature with business objects such as products or decision issues. Then users
can display the literature when they are looking at the record for the associated business object.
For example, the user can navigate to the Product screen, select a product, and click the Product
Literature view tab to find all literature items associated with that product.
When your employees use the Correspondence screen to create correspondence, they can
include literature as enclosures. The user or fulfillment center may print out this literature
document, or it may use preprinted copies of literature such as glossy brochures. It may also
enclose promotional items that are parts of literature kits.
Employees can track literature associated with products, industries, accounts and competitors so
that they appear on your Briefing pages.
About Setting Up Literature Files

To set up a literature file, you must
Create the document in another program
Create a Literature record that includes the document in your Siebel application
NOTE: You may want to create a literature record without associating a document with it. For
example, if the record represents an item such as a hat or cup, which is part of a literature kit, you
need not associate a document with it.
Creating and Modifying Literature Files

Literature files can be created or saved using many kinds of software. The following file types are
among the most common:
Adobe Acrobat (PDF)
Excel (XLS)
Word (DOC)
PowerPoint (PPT)
Bitmap (BMP)
JPEG (JPG)
To create a new literature file

1 Create a literature file in the appropriate software application.
2 Save the file on your hard drive.
To modify an existing literature file

1 Navigate to the Administration - Document screen > Literature view.

Literature Creating Literature Records
2 Click the literature file that you want to modify.
Information about the file is displayed in the More Info form. You can use this form to change
existing comments or characteristics; for example, Distribution Method.
The actual literature file opens in the type of tool that was used to create it; for example, Word.
3 Modify the file, and save it locally.
4 Upload the modified file to the existing Literature record.
Creating Literature Records

After you have created a literature file, you need to create a literature record in the Siebel database,
in order to make the file available to Siebel applications users.
To create a literature record

2 In the Literature list, create a new record and attach the literature file.
The new file is added to the available literature. Appropriate information is displayed in the
Literature list and the More Info form.
3 Enter the rest of the information required in the Literature list blank row and the More Info form
of the new record.
Field Comments
Name Enter a name for the literature record.

Description Enter a description of the document. Because literature items can be
in any language, you may want to indicate the language of the item
in this field (or in the Name field).
Literature Type Select the type of the literature. You can create new literature types
in the List of Values Administration view.
Because the Literature Type field is used to filter literature items in

various applets (by setting the Search Specification property for the
applet in Siebel Tools), you should be careful when editing the
Literature Type field.
Size The size of the literature file. The information is automatically entered
based on the size of the file that you select. There is no restriction for
file size except from your network and memory availability.
File Type The file type of the literature file, for example DOC or PDF. The
information is automatically entered based on the type of the file that
you select.

Literature Creating Literature Records
Field Comments
Modified The date that the literature file was last modified. The information is
automatically updated whenever the file is updated.
Update File A check mark in this field indicates that users copies of the literature
are updated automatically each time the original file is updated.
File Name Click Browse and, in the Choose File dialog box, select the document
file. You can also enter the file name manually.
Synopsis Optionally, enter a synopsis of the documents content.
Release Date The release date when the document is first displayed in My Briefings.
For more information about eBriefings, see Siebel Briefings
Expiration Date The expiration date when the document will no longer be displayed in
My Briefings. For more information about eBriefings, see Siebel
Briefings Administration Guide.
Author Optionally, click the select button and select the documents author.
Accounts Select accounts with which the literature is associated. The literature
is displayed in the Account Briefing if this account is tracked by the
user. For more information, see Siebel Briefings Administration
Guide.
Competitors Select competitors with which the literature is associated. Use this
field to allow the user to display the literature using the Competitors
screen.
If you also select the Internal field, this literature is displayed in the
Comparative Literature view of the Competitors screen. If you do not
select the Internal field, this literature is displayed in the Competitors
Literature view of the Competitors screen.
The literature is also displayed in a Competitor Briefing, if this

competitor is tracked by the user. For more information, see Siebel
Briefings Administration Guide.
Internal Select this field if the document is internally sensitive and not
intended for public distribution.
If Internal is selected, the literature is not available as an enclosure

in the Correspondence screen, and it is displayed in the Comparative
Literature list of the Competitors screen.
If Internal is not selected, the literature is available as an enclosure

in the Correspondence screen, and it is displayed in the Competitive
Literature list of the Competitors screen.
Local For users of the Remote Client, this fields specifies whether the
document is available on the local File System. If a document is not
available locally, the user can request it by selecting the Request
field.

Literature Creating Translation Records
Field Comments
Request For users of the Remote Client, if this check box is selected, the
literature is downloaded during each synchronization session.
Distribution Method Use this drop-down list to specify whether or not the file is
automatically downloaded to users of the Remote Client.
Publish: During each synchronization session, if your user does

nothing, the file is downloaded automatically. If your user explicitly
skips the file, the file is not downloaded in that synchronization
session.
By Request: During synchronization, the user receives the record, but

not the actual file. To receive the file, the user must select the
Request field.
Industries Select any industries associated with the literature. The literature is
displayed in My Briefing if the user tracks the industry.
Products Select any products associated with the literature. Use this field to
allow the user to display the literature using the Products screen. The
literature is displayed in My Briefing if the user tracks the product.
Organization Select organizations that will have visibility to this data.
Web Display If you are linking to a Web page, use this field to determine how to
display it.
Frame. Displays a link to the Web page. When the user clicks the link,
the page appears in the current frame.
Window. Displays a link to the Web page. When the user clicks the
link, the page appears in an expanded window. The user must use the
Web browsers Back button to return to Siebel ERM.
New Window. Displays a link to the Web page. When the user clicks
the link, the page is displayed in a new browser window, allowing the
user to switch between Siebel ERM and the Web page.
In-Line. Displays the entire Web page in the selected section of the
portal page.
Displaying Web pages in-line works best with simple Web pages.
Large or complex pages, such as those that use JavaScript, can slow
down the system and cause unexpected results. Be sure to test in-
line pages before distributing them to users.
Creating Translation Records

Translated literature files can be created using any of the previously listed software tools. (See
Creating and Modifying Literature Files on page 226.) You can create a record in the Siebel
application for any translated file associated with your document.

Literature Creating Literature Item Kits
To associate a translated document with a literature record

2 In the Literature list, select an existing record.
3 Click the Translations view tab.
4 In the Translation list, create a new record and attach the translated document.
Make sure that the file name clearly indicates that this is the translated file.
Creating Literature Item Kits

After you have created more than one literature file, you can combine individual files and other
material to create literature item kits. This feature allows you to combine individual literature items
into groups, so you can work with the group instead of with the individual files. Literature item kits
are used only as enclosures in correspondence.
For instance, you might have a set of literature items for prospective customers, including
promotional brochures for your most popular products. You might also include items that are not
documents: for example, a promotional kit for one of your products might include a brochure, a
specifications sheet, a coffee cup, and a T-shirt.
Creating a literature item kit makes it easier to send this information out. When the user adds an
attachment to correspondence, the user only has to select one literature item kit instead of all the
individual items. Then the fulfillment center can mail all the items with the correspondence.
When you create a literature item kit, you create a Literature record that represents the entire kit,
and you associate Literature Item records with it that represent the items in the kit. The fulfillment
center can view the Literature record, but cannot view the Literature Item records. To let the
fulfillment center know which items make up the kit, you can:
Pack kits together at the fulfillment center. For example, you have a kit named Sales Promo
that includes a brochure and a hat. The brochure and hat might be shrink wrapped together at
the fulfillment center or they might be stored in one bin at the fulfillment center, so the fulfillment
center can select one of each item in the bin. Then, when the fulfillment center sees that they
must fulfill the Sales Promo literature record, they would mail out this shrink-wrapped package
or the items from this bin.
Make the Literature record a bill of materials. You can include a document in the Literature
record that describes all the Literature Items in the kit, or use the Literature records Description
or Synopsis field to list all the Literature Items in the kit. For example, if the kit consists of a
sales brochure and a hat, you would create a Literature record that represents the entire kit, you
would attach two Literature Item records to it that represent the brochure and the hat, and you
might also use the description field of the Literature record to say the kit includes a brochure and
a hat. Then the fulfillment center would read the description field and mail out the items listed.
To create a literature item kit


Literature About Making Literature Visible to Users
2 In the Literature list, create a new record or select an existing record.
This record represents the literature item kit, so you should give it a name that indicates the kit
contents.
3 Click the Literature Items tab.
The fields previously displayed in More Info are shown under the Literature list at the top. The
fields in the Literature Items list, in the middle of the view, display specific item information. The
Component Items list appears at the bottom of the view.
4 In the Literature Items list, create a new record, and complete the necessary fields.
Field Comments
Primary Indicates whether this is the primary item in the kit.
Physical A description of the items physical form. This field supports multiple values to
Form allow for multiple physical forms. For a document, you might choose 8 1/2 x 11
and Microfiche.
# of Pages The number of pages in the document, if applicable.
In Stock Select the check box to specify whether the item is in stock, if applicable.
Part # The items part number, if applicable.
5 In the Component Items list, create a new record.
6 Select the record to be added and click Add.
7 In the Component Items list, create any other new records that are needed to create the kit.
About Making Literature Visible to Users

You can make literature visible to users in the following ways:
The Products Screen. You can associate literature with a product, and the user can display it
using the Products screen.
The Competitors Screen. You can associate literature with a competitor, and the user can
display it using the Competitors screen.
The Decision Issues Screen. You can associate literature with a decision issue, and the user
can display it using the Decision Issues screen.
The Correspondence Screen. You can deselect the Internal field of a literature record and the
user can select it as an enclosure in correspondence.
eBriefings. You can associate literature with an account competitor, product, or industry.
Literature is displayed in the Account Briefing, Competitor Briefing, or My Briefing page as a
hyperlink.

Literature Sharing Literature Through the Products Screen
The Literature Screen or Infocenter. You can make literature visible to users, so it is included
in the list of literature that they display in the Literature or Infocenter screen.
Sharing Literature Through the Products

Screen
End users who are salespeople find it useful to view literature about your products when they are
viewing other information about the products. If you associate literature with a product, end users
can view this literature when they view the product record in the Products screen.
To share literature through the Products screen

2 In the Literature list, select a literature record or create a new literature record.
3 In the More Info form, click the select button in the Products field.
4 In the dialog box, select a Product and Part # to be associated with the literature record, and
then click OK.
If no Products were previously associated with the literature record, you can use the Associated
Products dialog to set up a new association.
Sharing Literature Through the

Competitors Screen
Salespeople find it useful to view their competitors literature or to view literature that your company
has prepared that compares your products with your competitors. If you associate literature with a
competitor, end users can view this literature when they view the competitor record in the
Competitors screen.
To share literature through the Competitors screen, you must associate it with a competitor. You must
also decide whether to select the Internal flag, which determines whether it is displayed in the
Comparative Literature List or the Competitive Literature list of the Competitors screen:
If you select the Internal flag, the literature appears in the Comparative Literature list, and it is
not available as an enclosure in the Correspondence screen.
If you do not select the Internal flag, the literature appears in the Competitive Literature list, and
it is available as an enclosure in the Correspondence screen.
Whether you select Internal depends on what type of literature it is:
Competitors literature. Your salespeople may want to use literature produced by competitors,
such as sales brochures, to help them compare your products with what the competition is
offering, However, you would not want to distribute this literature outside your company. You
should select Internal, so the literature is not available in the Enclosures list of the
Correspondence screen, but it appears in the Comparative Literature in the Competitors screen.

Literature Sharing Literature Through the Decision Issues Screen
Comparative literature for internal use. You may develop comparative literature internally,
such as competitive intelligence, that is meant for use by your salespeople and that you do not
want to distribute outside your company. You should select Internal, so the literature is not
available in the Enclosures list of the Correspondence screen, but it appears in Comparative
Literature in the Competitors screen.
Comparative literature for external use. You may develop comparative literature internally
that is aimed at your customers, or you may have third party comparative reports that you want
to distribute to your customers. You should not select Internal, so the literature is available in
the Enclosures list of the Correspondence screen, and it also appears in Competitive Literature
in the Competitors screen.
To share literature through the Competitors screen

3 In the More Info form, click the select button in the Competitors field.
4 Select the competitors in the dialog box, then click Close.
When users display this competitor record in the Competitors screen, they are able to display the
literature in the Comparative Literature list if you selected Internal or in the Competitive
Literature list if you did not select Internal.
Sharing Literature Through the Decision

Issues Screen
End users who are salespeople find it useful to view literature about a decision issue when they are
viewing other information about the decision issue. If you associate literature with a decision issue,
end users can view this literature when they view the decision issue.
To share literature through the Decision Issues screen

1 Navigate to the Administration - Data screen > Decision Issues view.
2 In the Decision Issues list, select the decision issue that you want to associate the literature with.
The More Info list shows information about the issue. Existing literature records are listed under
the Literature tab.
3 In the Literature list, create a new record.
4 Select the literature item that you want to associate with the decision issue, and click OK.
The Literature list shows the selected literature item.

Literature Sharing Literature Through the Correspondence Screen
Sharing Literature Through the

Correspondence Screen
End users may want to use literature as enclosures in correspondence. They may also use literature
records that represent literature item kits as enclosures in correspondence.
Literature is available to users in the correspondence screen if the Internal field of the Literature
record is not selected.
To share literature through the Correspondence screen

Make sure the Internal field of this record is not selected.
When users create correspondence, they are able to add this literature as an enclosure.
Sharing Literature Through eBriefings

Siebel eBriefings are personalized pages that combine information from the Siebel database, such
as links with a users new opportunities or new service requests, with background information about
businesses the user works with. The user can choose which customer accounts and competitors to
track, and information about those businesses appear in the Account Briefing and Competitor
Briefing view of that users eBriefings screen. You can include links to literature about the account
or competitor.
To share literature through eBriefings, you can associate it with Accounts, Competitors, Industries,
or Products.
For more information about Briefings, see Siebel Briefings Administration Guide.
To share literature through eBriefings

3 If you want to display the literature in Account Briefings, in the More Info Accounts field, select
the accounts with which the literature is associated. The end users who are tracking that account
see the literature item in the Account Briefing.
4 If you want to display the literature in Competitor Briefings, in the More Info forms Accounts
field, select the competitors with which the literature is associated. End users must track that
competitor for it to appear in Competitor Briefing.
5 In the Release Date field, enter the first date when the literature will appear in briefings.
Literature associated with products or industries appears in My Briefing if the end user tracks
those products and industries.

Literature Sharing Literature Through Literature or Infocenter
6 In the Expiration Date field, enter the last date that you want the literature to appear in briefings.
Sharing Literature Through Literature or

Infocenter
Your end users may work with literature by displaying the Literature screen or Infocenter screen and
searching the Literature list in that screen for the piece of literature they need.
You generally share literature with users by associating the user with access groups and associating
literature with categories. Before you can do this, you must create categories that include literature,
create access groups that include end users, and associate the categories with the access groups.
For more information, see Siebel Security Guide.
After you have completed this preliminary work, you can assign literature to end users as follows:
When you produce new literature, associate it with the appropriate category and it is visible to
all end users in access groups associated with that category.
When you hire new employees, associate them with the appropriate access group so that they
have visibility to all the literature in categories associated with that category.
A business manager who administers literature makes it visible to users by associating it with the
appropriate category in either the Literature Administration screen or the Catalog Administration
screen. After it is assigned in either of these ways, users in access groups associated with this
category are able to display it in the Literature screen.
To associate literature with a category using the Literature Administration screen

2 In the Literature list, select the record for the literature you want to associate with a category.
3 In the Category form, create a new record.
4 In the dialog box, select the item to be associated with the category, and then click OK.
The literature is associated with the category.
To associate literature with a category using the Catalog Administration screen

1 Navigate to the Administration - Catalog screen > Catalog Administration view.
2 In the Catalogs list, drill down on the Name of the catalog to be associated with the literature.
A Categories list appears.
3 Click the Literature link bar.
4 In the Literature list, create a new record.
5 In the dialog box, enter identifying information about the literature (for example, the document
Name), and then click Go.

Literature Sharing Literature Through Literature or Infocenter
6 When the dialog box reappears listing the needed literature, select the literature item and click
OK.
The literature is associated with the category.

19 Global Target List Management

This chapter is about Global Target List Management. It includes the following topics:
About Global Target List Management on page 237
Scenario for Global Target List Management on page 238
Process of Global Target List Management on page 239
Creating Target Lists by Querying (End User) on page 239
Editing Target Lists (End User) on page 240

Creating Target Lists By Combining Lists (End User) on page 241
Applying Target Lists (End User) on page 241
Creating Activities From Target Lists (End User) on page 241
About Configuring Target Lists on page 242
About Global Target List Management

Global Target List Management Is For SIA Only
The Global Target List Management only applies to Siebel Industry Applications (SIA) such as Siebel
Life Sciences and Siebel Financial Services. Global Target List Management does not apply to non-
SIA applications such as Siebel Sales or Siebel Call Center.
What Is Global Target List Management?

Global Target List Management is used to create reusable lists of party entities (accounts, contacts,
employees, positions, and prospects) from many different views in the application. These lists can
be applied in various views and can be used to create activities.
Target lists differ from PDQs (saved queries) in that target lists are static; the saved list contains a
specific set of records. Whereas, the records returned by a PDQ can vary over time as edits are made
to the database.
Global Target List Management builds on the general List Management features that are available for
both SIA and the non-SIA applications.
Things you can do with Global Target List Management that you cannot do with general List
Management are:
Create lists in many views (not just in the List Management view)
Apply lists in many views

Global Target List Management Scenario for Global Target List Management
Create lists of accounts and positions
Generate activities for records in a list
What Kind of Lists Can Be Created?

In the preconfigured application, you can create and apply target lists for contacts, accounts,
positions, and employees.
However, the application can be configured for lists of prospects.
Where to Find More Information

Topic See
General List Management functionality, including field descriptions Siebel Marketing User Guide
and instructions for importing and exporting lists
Call List functionality, which is unique to Financial Services Siebel Finance Guide
Professional and account targeting, which is unique to Siebel Siebel Life Sciences Guide
Pharma
Scenario for Global Target List

Management
This scenario provides one simple example of a process performed by an administrative assistant.
There are many ways that target lists can be used in your companys business processes.
An administrative assistant has been asked to send personalized birthday gifts to all of the companys
top clients who have birthdays in the upcoming month, March. She uses Global Target List
Management to help her create a set of activities, one for each gift she needs to purchase and send.
First, she notices that the company administrator has already prepared a list of the top clients. This
top-client list is not a private list and so the list can be used by the administrative assistant.
Next, she queries for company contacts who have birthdays in March and saves these records to a
private list, which she calls March-birthdays.
Then, she combines her March-birthdays list and the companies top-client list. The list resulting from
this intersection contains the companys top clients who have birthdays in March.
The last step is to create an activity for each client in the final list. Each activity can be marked
completed when the clients gift has been sent.

Global Target List Management Process of Global Target List Management
Process of Global Target List

Management
This example process represents the tasks that are carried out in the Scenario for Global Target List
Management on page 238.
Creating Target Lists by Querying (End User) on page 239
Editing Target Lists (End User) on page 240
Creating Target Lists By Combining Lists (End User) on page 241
Applying Target Lists (End User) on page 241
Creating Activities From Target Lists (End User) on page 241
Creating Target Lists by Querying (End

User)
The most usual way to create a target list is by querying and then saving to a target list some or all
of the party records returned by the query.
The records you save can be... For example...
Those records returned by the query If you query contacts, you can save those contact
records to a target list
The records associated with those If you query opportunities, you can save the positions on
records returned by the query the opportunities sales teams to a target list (You
cannot save the opportunity records to a target list.)
This task is a step in Process of Global Target List Management on page 239.
To create a target list by querying

1 Navigate to a screen where target lists are enabled.
2 Perform a query.
3 On the toolbar, click the Save Target List button.

Global Target List Management Editing Target Lists (End User)
4 Complete the fields in the Save to List dialog box.
Field Comments
Based On You can save the records themselves, for example contacts or accounts. Or, you
can save the contacts or positions (team) associated with the records. If
multiple contacts or positions can be associated with the records, you can
choose to save all or only the primary.
The choices available depend on the view.
Private If this check box is selected, only you can view and apply this list.
If this check box is cleared, all users can view and apply this list.
Editing Target Lists (End User)

You can add and delete records from saved target lists.
To edit a target list

1 Navigate to the List Management screen > Lists view.
You can also navigate to this view by clicking the Save and Edit button in the Save to List dialog
box as in Step 4 on page 240.
2 Drill down on the target list record.
3 Click the appropriate view tab.
If the Target List Contains... Use This View to Add or Delete from the List...
Accounts Accounts
Team members Positions
Contacts All Contacts, My Contacts, or List Contacts and

Prospects
NOTE: The My Contacts view filters the list to show

only your contacts.
Employees Employees

Global Target List Management Creating Target Lists By Combining Lists (End User)
Creating Target Lists By Combining Lists

(End User)
You can create new lists by combining existing lists. Lists can be combined as unions or intersections.
To create a target list by combining other lists

2 Select the lists you want to combine.
3 Click Create Union or Create Intersection.
Applying Target Lists (End User)

Once you or an administrator have created target lists, you can apply them. For a target list to be
applied, you must be in a target list-enabled view.
To apply a target list

1 Navigate to a screen where target lists are enabled.
2 On the toolbar, click the Apply Target List button.
3 In the Apply Target List dialog box:
a Select one or more lists
b Click Available to preserve the current query (That is, records are displayed only if they are in
both the list and the current query.)
c Click OK, Union, or Intersection to apply the list(s)
Creating Activities From Target Lists

(End User)
From the List Management screen, you can create activities for each member in a list.
How fields for the activities are completed, including which fields are copied from the list member
records, is determined by activity templates. These templates are set up by the Siebel
administrator; see Setting Up Data Map Object Activity Templates for Target Lists on page 242. In
the preconfigured application, the activity templates can only be applied for lists of contacts.

Global Target List Management About Configuring Target Lists
To create an activity for each party in a list

2 Select a list record.
3 Click Create Activity.
4 In the Create Activity dialog box, select an activity template.
Activity Template For each contact in the list, creates a ...
Customer Status Call High priority activity of type Call - Outbound
Customer Status Email High priority activity of type Email - Outbound
End Information Email Medium priority activity of type Email - Outbound
Targeted Call Activity of type Targeted Call
NOTE: These activity templates are data map objects created through the Data Transfer
Utilities. They are not the same as the activity templates used to create activity plans.
About Configuring Target Lists

This section discusses some aspects of configuring Global Target List Management:
Setting Up Data Map Object Activity Templates for Target Lists on page 242
About Workflows for Global Target List Management on page 243
Configuring Global Target List Management to Create Activities Asynchronously on page 243
Enabling Application of Target Lists on an Applet on page 244
Enabling Saving of Target Lists in an Applet on page 246
Setting Up Data Map Object Activity Templates for

Target Lists
Some activity template data map objects are provided in seed data. (These are listed in Step 4 on
page 242.) You can edit these objects or create your own objects, using those provided as a model.
For more information about Data Map Objects, see Siebel Finance Guide.

About Workflows for Global Target List Management

Four workflows for Global Target List Management are provided in seed data. These are described in
Table 71.
Table 71. Workflows for Global Target List Management
Workflow Description
SLM Create Activity This workflow can be used to create activities asynchronously. See
From List Configuring Global Target List Management to Create Activities
Asynchronously on page 243.
SLM Edit Call List This workflow is triggered by the Save and Edit button on the Save to List
Workflow dialog box. This workflow takes the user to the List Mgmt Lists View of the
List Management screen.
SLM List Operation - Modification of this workflow is not recommended.

Generic
This workflow is triggered when the Create Union and Create Intersection
buttons are clicked.
SLM Update Parent Modification of this workflow is not recommended.
This workflow is triggered when a new member (such as a contact or an

account) is added to a list. The workflow checks the content type of the new
member and updates the Content field for the list if necessary.
For example, if an account is added to a list of contacts, the Content field

is changed to Hybrid.
Configuring Global Target List Management to Create

Activities Asynchronously
In the preconfigured application, when the Create Activities for List command (Create Activity
button) is invoked, activities are created synchronously. If your users typically create activities for
long lists, the response time for synchronous creation can be slow. To resolve this, you can configure
the application to create the activities asynchronously.
To configure asynchronous activity creation from target lists

1 In Siebel Tools:
Change This Applet From the Default

For This Applet User Property Value of To This Value
SLM Create On Close Invoke ContinueCreateActivity ContinueCreateActAsync

Activity Popup Parent Method

2 Activate the SLM Create Activity From List workflow.
For general information about Siebel workflows, see Siebel Business Process Framework:
Workflow Guide.
Enabling Application of Target Lists on an Applet

You can configure list applets and association list applets so that target lists can be applied to them.
In order for a list applet to be configurable, the business component on which the applet is based
must contain a multi-value ID field for the list category (accounts, contacts, employees, positions,
or prospects).
To configure list and association list applets so that target lists can be applied
1 Create a multi-value link between the applets business component and the List Mgmt Lists
business component where:
Destination Business Component = List Mgmt Lists
Destination Link is one of the following (as appropriate for the list category that will be
applied in the applet):
SLM Account/List Mgmt Lists
Contact/List Mgmt Lists
Employee/List Mgmt Lists
Position/List Mgmt Lists
Prospects/List Mgmt Lists
For example, the SIS Account List Applet is based on the Account business component; it
contains a multi-value link called List Mgmt Lists, where Destination Link = SLM Account/List
Mgmt Lists.
2 Create a multi-value field for the applets business component where:
Multivalue Link = The multi-value link created in Step 1
Field = ID

3 For the applets business component, create a user property called TargetProp (or TargetProp 1,
TargetProp 2, and so on), and enter a value for the user property in the form:
Entity Display Name, Multi-Value Field Name, List Category
For example, Accounts, List Mgmt List Id, Accounts
The following table describes each term.
Term in User Property

Value Description
Entity Display Name Type a name for the user property.
Multi-Value Field Name The name of the field created in Step 2.
List Category This must be one of the display values defined for the
SLM_LST_CATEGORY LOV: Accounts, Contacts, Employees,
Positions, or Prospects.
4 Repeat Step 1 to Step 3 for each category of list that you want to be able to apply to the applet.
5 If you are configuring an association list applet, create an Apply List button for the applet: (If
you are configuring a list applet, skip to Step 6.)
a Create the ButtonApplyList control for the applet.
The following table describes the values for the new control.
Field Value
Name ButtonApplyList
Caption Apply List
HTML Type MiniButton
Method Invoked ShowPopup
b Create two control user properties for the new ButtonApplyList control.
The following table describes the values for the two control user properties.
Field Value for 1st User Property Value for 2nd User Property
Name Mode Popup
Value Edit List SIA Apply Target List Applet - Simple
c Edit the Applet Web Template for the association applet to add the new ButtonApplyList control
to the applets layout.
6 (Optional) Add an Apply List item to the applets menu button.
a Create an Applet Menu Method Item for the applet.

b If the applets business component contains
Only one TargetProp user property, set Command to Apply List PopupSimple.
Multiple TargetProp user properties for the applet, set the command property to Apply
List Popup.
c Set Menu Text to Apply List.
NOTE: If you do not carry out this step, target list can still be applied using the Apply Target List
button in the toolbar or using the application-level menu Edit > Apply List.
Enabling Saving of Target Lists in an Applet

You can configure list applets so that target lists can be saved from them.
In order for a list applet to be configurable, the business component on which the applet is based
must contain an ID field for the party entity that you want to save to the list.
To enable target list saving for a list applet

1 In Siebel Tools, create a user property for the applet called Save Target List Source n, where n
is a consecutive integer starting from 1.
For example, the first user property that you create for the applet is named Save Target List
Source 1, the second is named Save Target List Source 2, and so on.
2 Find or create the list column for the party entity that you want to save:
a On the applets business component, locate the ID field of the party entity.
b If the applet does not have a List Column that maps to that ID field, create one.
3 Enter a value for the user property of the form:
List Column, Saved Entity Name, PrimaryOnly, Extra Src Field 1, Extra Dst Field 1, Extra
Src Field 1, Extra Dst Field 2
For example, these properties applied to the SIS Account List Applet:
Save Target List Source 1 = SLM Position - Primary, Position, PrimaryOnly
Saves the primary team member on the accounts.

Save Target List Source 2 = SLM Contact, Contact, , Main Phone Number, Acct Phone
Number
Saves all contacts and the main phone number of the account with each contact.
NOTE: For the preceding example, the destination list member business component (SLM
List Member - Contact) needs to have a field that can store the account phone number.
The following table describes each term for the Save Target List Source user property.
Term in
User Required
Property or
Value 1 Optional Description
List Column Required The name of a list column identified in Step 2. The Field value for
this list column is the source business component field for the
target list. This field must be an ID field.
The Display Name value for this list column is used in the List Name
drop-down list in the Save to List dialog box. See Figure 12 on
page 248.
Saved Entity Required The content of target list that you are saving: Contact, Employee,
Name Account, Position, or Prospect.
PrimaryOnly Required 2 If the list column corresponds to a multi-value ID field, then use
the PrimaryOnly term to save only the primary record of the
multi-value group to the target list. If this term is not specified or
empty, then all records in the multi-value group are saved to the
target list.
Extra Src Optional If you want to save an additional field to the target list, specify the
Field 1 field name of this source.
Extra Dst Optional 3 If you specify an Extra Src Field 1, then specify a destination field
Field 1 name. This field must exist in the list members applet and
corresponding business component so that it can be seen in the
List Management screen.
Extra Src Optional If you want to save an additional field to the target list, specify the
Field 2 field name of this source.
Extra Dst Optional 4 If you specify an Extra Src Field 2, then specify a destination field.
Field 2
1. Terms must be enclosed in double quotes and separated by commas.
2. Optional if no Extra Src Field 1 is specified and not PrimaryOnly.
3. Required if Extra Src Field 1 is specified.
4. Required if Extra Src Field 2 is specified.

4 Repeat Step 1 and Step 3 to create a user property for each type of list that you want users to
be able to create in that applet.
The Display Name value for the

SLM Contact - Primary list
column
Figure 12. Save to List Dialog Box for the SIS Account List Applet

20 D&B Integration
This chapter describes the integration of D&B data with your Siebel application. It includes the
following topics:
About D&B Data on page 249
Business Scenarios for D&B on page 250
About the D&B D-U-N-S Number on page 251
Process of Integrating D&B Data on page 251
Obtaining D&B Data on page 252
Loading D&B Data on page 252
Loading D&B Data Using Sample Scripts on page 253
About Siebel Update Server Components on page 256
Running the Siebel Update Server Components on page 260
Setting Up the Symbolic URL for Access to the D&B Database on page 264
Configuring D&B Integration on page 265
Field Mappings for Configuration of D&B Integration on page 269
About D&B Data

D&B is a leading provider of business information. D&Bs information and technology solutions help
businesses find profitable customers, reduce credit risk, manage receivables, and manage vendors.
D&Bs database of commercial information consists of over 75 million records world wide.
For connected users, you can use your Siebel application to integrate with D&B data and reports. As
a mobile client, you can access D&B data for accounts and contacts that have been promoted from
D&B marketing data.
This allows you to:
Use D&B marketing data within your Siebel application.
Access D&B business and credit reports from within your Siebel application.
You can use this D&B data to support the following:
New Business or Customer Acquisition. By querying on company size, line of business, and
other criteria provided by D&B, you can generate lists of prospects to add to the sales pipeline
or to support outbound marketing programs. By using the D&B corporate family linkage
information, you can identify new prospects and opportunities within a companys extended
family.

D&B Integration Business Scenarios for D&B
Customer Segmentation and Penetration. You can profile specific market segments such as
geography, industry, size, and other criteria to identify untapped opportunities or better align
sales territories.
Customer Qualification. Use your access to D&B business and credit reports to obtain detailed
background and risk information on a company to focus sales efforts on higher-probability
accounts and shorten the sales cycle.
Business Scenarios for D&B

The following scenarios describe how you can use D&B data in your company.
Build and Grow Current Customer Relationships

A company can increase market penetration across its existing customer base by determining how
many relationships the company already has within a corporate family structure. Sales managers and
representatives can use D&B D-U-N-S numbers to view the organizational hierarchies of clients and
aggregate account attributes at each level.
For instance, a sales representative plans to sell computers to 20 business locations and he discovers
that there are locations for this company that he has not yet contacted. In another situation, the
sales manager may want to see a rollup of opportunities and the potential revenue for each
subsidiary and location for a specific company on a worldwide basis.
New Business or Customer Acquisition

Because a sales organization is always looking for more leads to new business, sales professionals
can access company information in the Siebel D&B database, allowing them to generate prospects
in their territories.
With D&B, the sales representative can query the Siebel D&B database using criteria to target new
leads. The sales representative can query using demographic data, revenue profiles, or other criteria.
After generating a list of leads, the sales representative can automatically add the companies and
contacts to their companys accounts list. These promoted accounts and contacts are automatically
updated when D&B updates occur.
Customer Satisfaction and Account Planning

Standardizing customer information on the D&B D-U-N-S number gives you a means for house-
holding your customer data and eliminating duplicate customer records. This increases your ability
to manage existing customer relationships because all opportunities for a customer are linked to the
same customer record.
Add D&Bs corporate family linkage, and you have the ability to manage and plan for customers at a
local and global level. For example, you may want to see a roll up of all opportunities and potential
revenue for all companies and locations related to a particular company worldwide.

D&B Integration About the D&B D-U-N-S Number
D&B Search for New Account Information

Sales professionals can access the D&B database in real time to find and retrieve new D&B account
information that is immediately available for use within Siebel Sales. This information includes
company demographic, corporate linkage, and address data maintained by D&B.
For example, a sales representative discovers a new opportunity, but the representative cannot find
the account in either the Siebel account list or the D&B account list. Instead of creating a new
account, the sales manager performs a real-time D&B search to obtain up-to-date, quality
information that can be used to automatically establish a new Siebel account. This provides the sales
team with valuable information that they can use when working on the new opportunity.
About the D&B D-U-N-S Number

The D-U-N-S (Data Universal Numbering System) number is a crucial component of D&B data. A D&B
D-U-N-S number is a nonindicative, nine-digit number assigned to each business location in the D&B
database. Each D-U-N-S number has a unique, separate, and distinct operation and is maintained
solely by D&B. Industries and organizations around the world use the D&B D-U-N-S number as a
global standard for business identification and tracking.
Each company has a unique D&B D-U-N-S number associated with it. It acts as a unique identifier
for a company in the D&B database.
To uniquely identify the association between different companies in the D&B database, each company
also has associated D&B D-U-N-S numbers.
Several categories of D&B D-U-N-S numbers exist:
D&B D-U-N-S Numbereach unique business location listed in the D&B database is assigned a
D&B D-U-N-S number. This column is called simply DUNS Number in your Siebel application.
Global Ultimate D-U-N-Sthe D&B D-U-N-S number belonging to a businesss worldwide

ultimate parent company.
Domestic Ultimate D-U-N-Sthe D&B D-U-N-S number belonging to the highest-level family
member within a specific country.
Parent/HQ D-U-N-Sthe D&B D-U-N-S number belonging to a businesss immediate

headquarters or parent.
These numbers allow D&B to establish the relationships between different companies.
Process of Integrating D&B Data

The process of integrating D&B data into the D&B Account tables and the Siebel Account tables in
the Siebel database involves the following steps:
1 Obtaining D&B Data
2 Loading D&B Data into staging tables in the Siebel database
3 Running the Siebel Update Server Components

D&B Integration Process of Integrating D&B Data
Obtaining D&B Data

You must obtain three data files from D&B:
The Marketing Data file
The MRC file
The SIC file
Request these files in Siebel format, also referred to as 2202 or GDMDI data file format. D&B should
be able to provide files in this format without difficulty.
To obtain MRC and SIC files, send email to:
dnb4siebel@dnb.com
In addition to these files, you can request D&B data layout documentation from D&B.
The Marketing Data File. This file contains detailed company information, such as the companys
legal name, address, contact information, and so on.
The MRC and SIC Files. These are both reference files required by the Siebel D&B modules. Both
files contain information referenced by the demographic company data provided by D&B.
MRC stands for Management Responsibility Code. The MRC file contains a list of lookup values for
the contacts and their positions such as CEO, Vice President of Marketing, and so on. Each contact
has an associated numerical code that is referenced by the D&B marketing data to determine the
title or position of a company contact.
SIC stands for Standard Industrial Classification and is a code developed by the Federal government
to describe the type of activity performed by the business at this location. The SIC file contains a list
of SIC codes assigned and maintained by D&B along with their definitions. D&Bs Primary SIC code
indicates the line of business that provides the largest revenue contribution to the business. D&B
also maintains and assigns six levels of subsidiary SIC codes to describe in greater detail additional
lines of business activity for a given company. By default, the SIC code provided in the SIC file and
the Marketing Data file is the 4-digit SIC code.
Loading D&B Data

After you have obtained the three D&B data files, you can start to load the data into the Siebel
database. You can load the files in any order, but you must load all three files before running the
Siebel update server component.
When creating your data loading scripts, refer to the documentation provided by D&B and to Siebel
Data Model Reference.
The scripts and processes differ according to your database platform.
NOTE: When you integrate D&B data for the first time, you may want to obtain sample loading
scripts for use as templates. For help obtaining sample loading scripts, create a service request (SR)
on OracleMetaLink 3.
NOTE: See Loading D&B Data Using Sample Scripts on page 253.

The scripts load D&B data into staging tables in the Siebel database, as shown in Table 72.
Table 72. Staging Tables for Uploading D&B Data
File Upload Location
Marketing Data file S_DNB_UPDATE table
This table is used as a staging area for the un-normalized D&B Marketing
data.
SIC file S_DNB_SIC table
MRC file S_DNB_MRC table
NOTE: Definitions of these tables can be found in Siebel Data Model Reference.
Because SIC and MRC files change only rarely, updating D&B data usually requires deleting and
reloading the D&B marketing data in the S_DNB_UPDATE table alone.
If you need to load new versions of the SIC and MRC files, you must delete the previously used
staging tables.
Table 73 lists what D&B data to delete and what to load.
Table 73. Loading or Reloading D&B Data
If You Are... Then...
Loading D&B data for the first time Load the three D&B data files: Marketing Data file,
SIC file, and MRC file.
Updating D&B data with a new Marketing Delete data from the S_DNB_UPDATE table.
Data file, but the SIC and MRC files have
Load the Marketing file.
not changed
Updating D&B data with new Marketing Delete data from the S_DNB_UPDATE, the
Data, SIC, and MRC files S_DNB_SIC, and the S_DNB_MRC tables.
Load the three D&B data files: Marketing Data file,

SIC file, and MRC file.
After loading files, you must run the D&B Update Manager (D&B) and the D&B Update Manager
(Siebel) as described in About Siebel Update Server Components on page 256.
Loading D&B Data Using Sample Scripts

This section provides some guidance on how to use sample scripts for:
Loading D&B Data on Oracle on page 254
Loading D&B Data on DB2 on page 254

Loading D&B Data on Microsoft SQL Server on page 255
The sample scripts are not provided as part of the Siebel product, but may be obtained by logging a
service request (SR) on OracleMetaLink 3.
CAUTION: Before running scripts, you should check them against the D&B data layout
documentation and against the S_DNB_UPDATE table columns documented in Siebel Data Model
Reference. Then, modify the scripts as required.
Loading D&B Data on Oracle

Oracle installations require you to run SQLLOADER control files. You need the following control files:
s_dnb_update.ctl (for loading Marketing Data file into S_DNB_UPDATE table)
s_dnb_sic.ctl (only required if loading the SIC file)
s_dnb_mrc.ctl (only required if loading the MRC file)
NOTE: This procedure is based on the assumption that you understand how to run SQLLOADER.
SQLLOADER is described in the Oracle documentation.
To load D&B data if you are using Oracle

1 Verify that the column order of your D&B file matches the column requirements in the CTL file
before running the loading script.
2 Truncate the appropriate staging tables (see Table 73 on page 253).
To optimize loading performance, drop all indexes on the S_DNB_UPDATE table and re-create
them after the scripts have completed. This can be done using Siebel utilities ddlexp (to back up
the indexes before dropping) and ddlimp (to re-create them).
3 Modify the SQL file as appropriate for:

The name of your database
The D&B filename and directory location
The database table owner
The user ID and password (with loading privileges) that you are using to load the data
4 Run SQLLOADER.
Loading D&B Data on DB2

DB2 installations require you to run DB2 IMPORT. You need the following SQL files:
imp_update_new.sql (for loading Marketing Data file into S_DNB_UPDATE table)
imp_sic_new.sql (only required if loading the SIC file)
imp_mrc_new.sql (only required if loading the MRC file)
NOTE: This procedure is based on the assumption that you understand how to run DB2 IMPORT. DB2
IMPORT is described in the DB2 documentation.

To load D&B data if you are using DB2

1 Verify that the column order of your D&B file matches the column requirements in the SQL file
The D&B filenames and directory location
4 Run DB2 IMPORT.
5 Optional: After running the import scripts, update the DB2 catalog statistics by executing
RUNSTATS on the three tables that received the D&B data (S_DNB_MRC, S_DNB_SIC,
S_DNB_UPDATE).
Loading D&B Data on Microsoft SQL Server

Microsoft SQL Server installations require you to run SQL scripts. You need the following format files
and SQL scripts:
For loading the Marketing Data file:
S_DNB_UPDATE.fmta format file to load the data into the tempS_DNB_UPDATE table
S_DNB_UPDATE.sqlan SQL script that loads the data into S_DNB_UPDATE table
For loading the SIC file:

S_DNB_SIC.fmta format file to load the data into the tempS_DNB_SIC table
S_DNB_SIC.sqlan SQL script that loads the data into the S_DNB_SIC table
For loading the MRC file:
S_DNB_MRC.fmta format file to load the data into the tempS_DNB_MRC table
S_DNB_MRC.sqlan SQL script that loads the data into the S_DNB_MRC table
NOTE: This procedure is based on the assumption that you understand how to run bcp (bulk copy
process) or similar data-loading utility. The bcp utility is described in the Microsoft SQL Server
documentation.
To load D&B data if you are using Microsoft SQL Server

1 Verify that the column order of your D&B file matches the column requirements in the SQL file

The D&B filename and directory location
4 Run bcp or another data loading utility.
About Siebel Update Server Components

Whenever you load or reload D&B data, you must update the D&B Account tables and the Siebel
Account tables in the Siebel database. This update is accomplished by running server components:
D&B Update Manager (D&B): Moving D&B marketing data from the staging table
(S_DNB_UPDATE) into the normalized D&B Account tables, which are the basis for the D&B All
Accounts View (Figure 13 on page 257).
D&B Update Manager (Siebel): Updating the records in the Siebel Account tables for accounts
with matching D-U-N-S numbers (Figure 14 on page 258).
A third component, D&B Update Manager MultiTask, is also provided. This component can be used
in place of D&B Update Manager (D&B) or D&B Update Manager (Siebel) to run the update using
multiple, parallel processes (Multiple Task Siebel Update Server Component on page 258).
Overview of the Update Process

This section outlines the process of loading D&B data from the staging tables to the D&B Account
tables through to updating the Siebel account tables.
This process recommends using the D&B Update Manager MultiTask server component to run server
component tasks in parallel. However, use of the single task D&B Update Manager (D&B) and D&B
Update Manager (Siebel) server components is also documented in this chapter.
1 Make sure you have loaded the D&B data into the staging tables as discussed in Loading D&B
Data on page 252 and Loading D&B Data Using Sample Scripts on page 253.
2 Update the D&B Account tables with data from the staging tables:
a To optimize performance, you may choose to do one of the following:
For first time data loading, that is, when there are no D&B records in the database, drop
the indexes on these D&B Account tables: S_DNB_ORG, S_DNB_ORG_SIC,
S_DNB_CON_MRC, and S_PRSP_CONTACT.

For subsequent updates, drop the indexes on the S_DNB_ORG table only, all except for
the indexes S_DNB_ORG_U1 (DUNS_NUM), S_DNB_ORG_P1 (ROW_ID), and
S_DNB_ORG_M01 (the clustered index) on this table.
b Create a search specification on the D-U-N-S number to set up your preferred batch sizes and
determine the corresponding D-U-N-S number ranges per batch for loading the data from the
staging tables to the D&B Account tables.
c Execute concurrent D&B Update Manager (D&B) server tasks by running the D&B Update
Manager MultiTask server component. See Multiple Task Siebel Update Server Component on
page 258 and Running the Siebel Update Server Components on page 260.
d Continue to execute the concurrent D&B Update Manager (D&B) server tasks until all data is
loaded into the D&B Account tables.
e If you dropped indexes on the D&B Account tables, re-create them. This can be done using Siebel
utilities ddlexp (to back up the indexes before dropping) and ddlimp (to re-create them).
3 Update the Siebel Account tables from the D&B Account tables for accounts with matching
D-U-N-S numbers by executing concurrent D&B Update Manager (Siebel) server tasks using the
D&B Update Manager MultiTask server component. See Multiple D&B Update Manager (Siebel)
Processes on page 259 and Running the Siebel Update Server Components on page 260.
Single Task Siebel Update Server Components

The update server components are part of the Dun and Bradstreet Enterprise Component Group. This
group and each of its D&B Batch Components must be enabled. Once enabled, each component can
be run as a batch task. Figure 13 shows how the staging tables are mapped to the D&B Account
tables.
Figure 13. D&B Update Manager (D&B) Table Names

Figure 14 shows how the D&B Account tables are mapped to the Siebel Account tables.
Figure 14. D&B Update Manager (Siebel) Table Names
Field Mapping for the D&B Update Manager Process on page 269 lists the default table mapping from
the D&B Account tables to the Siebel Account tables that are used by the D&B Update Manager
(Siebel) server component.
Multiple Task Siebel Update Server Component

You can use the server component DNBUpMgrMultiTask to spawn multiple Update Manager
processes. Running several parallel processes helps you maximize your performance with large data
loads and gives you greater scheduling flexibility. You can control the number of processes that are
created by editing the dnbtask.cfg file. The dnbtask.cfg file contains two sections, one to set tasks
for the D&B Update Manager (D&B) process and the second to set tasks for the D&B Update Manager
(Siebel) process.
The dnbtask.cfg file is located in the sqltempl subdirectory, in the server installation directory.
Multiple D&B Update Manager (D&B) Processes

By default the dnbtask.cfg file sets up three simultaneous tasks, based on D-U-N-S number ranges.
The DNBUpMgrDNB portion of the file looks like this:
[DNB]
Task1 = ,100000000
Task2 = 100000000,200000000

Task3 = 200000000,
These three ranges translate into three DNBUpMgrDNB tasks, each taking care of loading records
within a particular D-U-N-S number range:
,100000000 means D-U-N-S numbers < 100000000
100000000,200000000 means D-U-N-S numbers >=100000000 and < 200000000
200000000, means D-U-N-S numbers >=200000000
Edit the file to change the number of parallel processes created or the range of D-U-N-S numbers
updated.
CAUTION: If you use DNBUpMgrMultiTask to run multiple UpdateMgr processes, you must make
sure that processes running at the same time have mutually exclusive ranges. Unpredictable results
occur if multiple processes collide.
Multiple D&B Update Manager (D&B) Processes with First Time Data
Loading
The first time you load D&B data, that is, when there are no D&B records in the database, you may
use a special SQL file (dnbinitial.sql) which is optimized to do only inserts. This results in faster
loading of data than using the dnbmaps.tsq file.
To use the dnbinitial.sql file, set the server component parameter DNBConfigFile to dnbinitial.sql. For
examples, see Running the Siebel Update Server Components on page 260.
For subsequent updates, the DNBConfigFile should be set to dnbmaps.tsq.
NOTE: The dnbinitial.sql file assumes that you dropped the indexes on the D&B Account tables when
loading data (Loading D&B Data Using Sample Scripts on page 253).
Multiple D&B Update Manager (Siebel) Processes

By default the dnbtask.cfg file sets up five simultaneous tasks, based on tables updated. The
DNBUpMgrSieb portion of the file looks like this:
[Siebel]
Task1 = UPDATE_SIEBEL_ACCOUNT
Task2 = UPDATE_INDUST, COMMIT, UPDATE_SIEBEL_INDUST, COMMIT,

UPDATE_SIEBEL_SYNONYM
Task3 = UPDATE_SIEBEL_ADDR_PHY, COMMIT, UPDATE_SIEBEL_ADDR_MAIL
Task4 = UPDATE_SIEBEL_CONTACT
Task5 = UPDATE_SIEBEL_LOC1, COMMIT, UPDATE_SIEBEL_LOC2, COMMIT, UPDATE_SIEBEL_LOC3

You may edit the file to change the number of parallel processes created. However, note that the
order of the updates within individual tasks is important; for example UPDATE_INDUST should be
done before UPDATE_SIEBEL_INDUST. Use caution when updating the DNBUpMgrSieb portion of the
dnbtask.cfg file.
CAUTION: If you have modified the RTI configuration file to insert new accounts into the Siebel
Accounts table, do not run the multiple task process. Instead you must run the single task D&B
Update Mgr (Siebel) server component. Make sure you have modified the dnbmaps.sql file used by
the single task server component. The order of the updates is critical to data integrity if new accounts
are being added.
Running the Siebel Update Server Components

There are two ways to run the Siebel update server components:
From within the Siebel application
From a command line interface, using Siebel Server Manager

The procedures for running the update processes from both within the Siebel application and from
the command line are shown in Table 74. Whatever procedures you choose to follow, make sure that
the D&B Update Manager (D&B) process is complete before you start the D&B Update Manager
(Siebel) process.
Table 74. Procedures for Running Siebel Update Server Components
Process From Within the Application From the Command Line Interface 1
D&B To run the D&B Update Manager (D&B) To run the D&B Update Manager (D&B)
server component from within your Siebel server component from a command line
application (single task process) on (single or multiple task process) on
page 261 page 263
OR
To run the D&B Update Manager (D&B)

server component from within your Siebel
application (multiple task process) on
page 262
Siebel To run the D&B Update Manager (Siebel) To run the D&B Update Manager (Siebel)
server component from within your Siebel server component from a command line
application (single task process) on (single or multiple task process) on
page 262 page 263
OR
To run the D&B Update Manager (Siebel)

server component from within your Siebel
application (multiple task process) on
page 262
1. For general information about using Siebel Server Manager, see Siebel System Administration Guide.
NOTE: If you have just installed the Siebel Server or if you have made changes to the Siebel Name
Server, you need to synchronize before running the Siebel update server component. For more
information about synchronizing server components, see Siebel System Administration Guide.
TIP: If you are going to run the D&B Update Mgr (Multi-task) component, make sure that the
maximum number of tasks (MaxTasks parameter) is set correctly to accommodate the number of
tasks that you specified in the dnbtask.cfg file. For information about MaxTasks, see Siebel System
To run the D&B Update Manager (D&B) server component from within your Siebel
application (single task process)
1 Check that the Dun and Bradstreet component group is enabled.
2 Submit a component job for D&B Update Mgr (D&B); make sure to set the Mode to Asynchronous.
3 When the D&B Update Mgr (D&B) is done, open the log directory. If there have been problems
with the process, there will be a log file, which you should review. The log file is named
DNBUpMgrDNB_TaskNumber.log.

For information on running server components, see Siebel System Administration Guide.
To run the D&B Update Manager (D&B) server component from within your Siebel
application (multiple task process)
2 Prepare a component job for D&B Update Mgr (Multi-task):
Make sure to set the Mode to Asynchronous.
Create a job parameter where Name is Task Code (Abbreviation is DNBTaskCode) and Value
is DNB.
If the data is being loaded for the first time, create a job parameter where Name is
Configuration File Name (Abbreviation is DNBConfigFile) and Value is dnbinitial.sql.
3 Submit the component job.
4 When the process is done, open the log directory. If there have been problems with the process,
there will be a log file, which you should review.
To run the D&B Update Manager (Siebel) server component from within your Siebel
application (single task process)
2 Submit a component job for D&B Update Mgr (Siebel); make sure to set the Mode to
Asynchronous.
3 When the D&B Update Mgr (Siebel) is done, open the log directory. If there have been problems
with the process, there will be a log file, which you should review. The log file is named
DNBUpMgrDNB_TaskNumber.log.
To run the D&B Update Manager (Siebel) server component from within your Siebel
application (multiple task process)
2 Prepare a component job for D&B Update Mgr (Multi-task):
Make sure to set the Mode to Asynchronous.
Create a job parameter where Name is Task Code (Abbreviation is DNBTaskCode) and Value
is Siebel.
3 Submit the component job.
4 When the process is done, open the log directory. If there have been problems with the process,
there will be a log file, which you should review.

To run the D&B Update Manager (D&B) server component from a command line
(single or multiple task process)
1 Log in to the server using Server Manager. Use a command with this format:
SIEBEL_ROOT\siebsrvr\bin\>srvrmgr /g gateway /e enterprise_name /u db_username /p

password /s siebserver
Examples:
>srvrmgr /g evlab6 /e siebel /u sadmin /p sadmin /s evlab6
2 At the srvrmgr prompt, enter one of the following commands:
start task for comp DNBUpMgrDNB (for single task process)
start task for comp DNBUpMgrMultiTask with DNBTaskCode=DNB (for multitask process)
start task for comp DNBUpMgrMultiTask with DNBTaskCode=DNB,

DNBConfigFile=dnbinitial.sql (for initial data loading; see Multiple D&B Update Manager
(D&B) Processes with First Time Data Loading on page 259)
3 During the DNBUpMgrDNB or DNBUpMgrMultiTask server process, monitor the status by entering
the list task command:
list task for comp DNB%
4 When the D&B Update Mgr (D&B) or D&B Update Mgr (Multi-task) server process is finished, open
the log directory. If there have been problems with the process, there will be a log file, which
you should review. The log files are named DNBUpMgrDNB_TaskNumber.log or
DNBUpMgrMultiTask_TaskNumber.log.
To run the D&B Update Manager (Siebel) server component from a command line
(single or multiple task process)
1 Log in to the server using Server Manager. Use a command with this format:
SIEBEL_ROOT\siebsrvr\bin\>srvrmgr /g gateway /e enterprise_name /u db_username /p

password /s siebserver
Examples:
>srvrmgr /g evlab6 /e siebel /u sadmin /p sadmin /s evlab6
2 At the srvrmgr prompt, enter one of the following commands:
start task for comp DNBUpMgrSIEB (for single task process)
start task for comp DNBUpMgrMultiTask with DNBTaskCode=Siebel (for multitask process)
3 During the DNBUpMgrDNB or DNBUpMgrMultiTask server process, monitor the status by entering
the list task command:
list task for comp DNB%

D&B Integration Setting Up the Symbolic URL for Access to the D&B Database
4 When the D&B Update Mgr (D&B) or D&B Update Mgr (Multi-task) server process is finished, open
the log directory. If there have been problems with the process, there will be a log file, which
you should review. The log files are named DNBUpMgrDNB_TaskNumber.log or
DNBUpMgrMultiTask_TaskNumber.log.
Setting Up the Symbolic URL for Access

to the D&B Database
When you have a connection to the Internet and have a D&B account set up already (with a user ID
and password), you can:
Obtain the most current account information by invoking real-time searches of the D&B database
and online purchase
Access and order D&B business and credit reports
For more information about D&B reports and about searching D&B for new accounts, see Accessing
Company Data and Reports with D&B on page 275.
To access D&B data live from your Siebel application through the D&B Web site, you must first
contact D&B for a user ID, password, and payment options. Then you can set up your Siebel
application to access the D&B database.
To set up the symbolic URL for D&B real-time search and update
1 Navigate to the Administration - Integration screen > WI Symbolic URL List.
2 From the Show drop-down list, choose Symbolic URL Administration.
3 In the Symbolic URL list, select DNBGlobalAccess.

4 Make sure the URL is https://globalaccess.dnb.com/access/scripts/broker.asp
5 In the Symbolic URL Arguments list:
a Select the USERID record, and enter the user ID provided by D&B in the Argument Value field.
NOTE: This field is not case-sensitive.
b Select the USERPASS record, and enter the password provided by D&B in the Argument Value
field.
To set up the symbolic URL for D&B report ordering

1 Navigate to the Administration - Integration screen > WI Symbolic URL List.
2 From the Show drop-down list, choose Symbolic URL Administration.
3 In the Symbolic URL list, select DNBReport.
4 Make sure the URL is https://reportserver/scripts/ProductRetriever and that the Host

Name is www.dnb.com.

D&B Integration Configuring D&B Integration
5 In the Symbolic URL Arguments list:
a Select the USERID record, and enter the user ID provided by D&B in the Argument Value field.
NOTE: This field is not case-sensitive.
b Select the USERPSWD record, and enter the password provided by D&B in the Argument Value
field.
6 From the Show drop-down list, select Host Administration.
7 In the list of HTTP hosts, make sure that there is a record where Name is www.dnb.com and
Virtual Name is reportserver.
NOTE: If you are using Siebel eBriefings and want to enable a link from briefing documents to the
D&B report ordering site, see Siebel Briefings Administration Guide.
Configuring D&B Integration

For general guidance on configuration, refer to Table 75.
Table 75. What to Configure?
If You Need to Customize the Then
Single task server processes for D&B Update Edit the dnbmaps.sql file in the
Manager (D&B) or D&B Update Manager \siebelserver\SQLTEMPL directory.
(Siebel)
Multiple task server processes for D&B Edit the dnbmaps.tsq file in the
Update Manager (D&B) or D&B Update \siebelserver\SQLTEMPL directory.
Manager (Siebel)
Account promotion Configure the maps listed in Table 81.
Determine and make, if necessary,

corresponding changes in the update server
processes.
A number of specific configuration topics are discussed in this section:
Update Server Process Configuration on page 266
Account Promotion and Prospect List Creation Configuration on page 266
Running the D&B Update Manager (D&B) Process Without Updating or Deleting Existing Data on
page 267

Running the D&B Update Manager (Siebel) Process Without Updating Account Name or Account
Location on page 268
TIP: When debugging in your test environment, increase the event log level to 4 to see more details
in the log file. However, it is strongly recommended that you set the level to 1 (the default) when
you run in a production environment in order to prevent the log file from overflowing. For information
on event logging, see Siebel System Monitoring and Diagnostics Guide.
Update Server Process Configuration

The D&B update server processes use the Batch Real-Time Integration (RTI) technology and the RTI
configuration files (dnbmaps.sql for single task and dnbmaps.tsq for multiple tasks). You can edit the
RTI configuration files to suit your business requirements.
The general syntax of the RTI maps specified in the configuration files is as follows:
UPDATE_SOME_TABLE.MOD1TABLE = [Target Table to update]
UPDATE_SOME_TABLE.MOD1WHERE = [A WHERE clause]
UPDATE_SOME_TABLE.MOD1INSERT = [TRUE/FALSE]
UPDATE_SOME_TABLE.MOD1UPDATE = [TRUE/FALSE]
UPDATE_SOME_TABLE.MOD1DELETE = [TRUE/FALSE]
UPDATE_SOME_TABLE.MOD1SQL = [A Valid SQL Query]
The RTI configuration files are located in the \siebelserver\SQLTEMPL directory.
Field Mapping for the D&B Update Manager Process on page 269 lists the default mapping for the D&B
Update Manager (Siebel) server component.
Use caution when making changes to these RTI configuration files. It is recommended that you
engage a qualified professional for your customization process.
CAUTION: Do not change the default DELETE setting in the existing UPDATE* sections. Do not set
DELETE to TRUE. If your business need necessitates deleting rows in the target table as part of the
D&B Update Manager process, you can request help by creating a service request (SR) on
OracleMetaLink 3.
Account Promotion and Prospect List Creation Configuration

You can select specific fields that will be populated by the D&B promotion to a Siebel account or by
the D&B list-creation process. These are controlled by maps in the business component user
properties within the DNB Account and DNB Contact business components. These maps are listed in
Table 81 on page 273.
Using Siebel Tools, you can change, add, or delete source and destination field mapping. Reference
the map descriptions given in Table 81 on page 273 to determine which map to use for a given set
of source and destination fields.

Use caution when making changes to these maps. It is recommended that you engage a qualified
professional for your customization process.
CAUTION: Although the delete capability is available, it is recommended that you deactivate
unwanted map entries instead of deleting them. This is safer and can be accomplished by checking
or clicking the deactivate column for the undesired entry.
You can create an entry using the following syntax:
Name Column: [MAP NAME]: [DESTINATION FIELD]
Value Column: [D&B SOURCE FIELD]
NOTE: Each map works only with a specific Destination Business Component and a specific Source
Business Component.
Running the D&B Update Manager (D&B) Process Without Updating or

Deleting Existing Data
Depending on your business process, you may want to run the D&B Update Manager (D&B) server
component without updating or deleting any existing data in the S_DNB_ORG table. This is done by
editing the RTI configuration file.
To edit the RTI configuration file so that existing data in the S_DNB_ORG table is not
updated or deleted
1 Open the RTI configuration file (dnbmaps.sql for single task or dnbmaps.tsq for multiple task) in
a text editor.
2 Search for the UPDATE_DNB_ACCOUNT section under [Common] heading.
3 Modify the section to look like the following (If you are using the default file, you need only to
change UPDATE_DNB_ACCOUNT.MOD1UPDATE from TRUE to FALSE):
UPDATE_DNB_ACCOUNT.Function = NONE
UPDATE_DNB_ACCOUNT.MOD1TABLE = S_DNB_ORG
UPDATE_DNB_ACCOUNT.MOD1WHERE = WHERE 1 = 1
UPDATE_DNB_ACCOUNT.MOD1INSERT = TRUE
UPDATE_DNB_ACCOUNT.MOD1UPDATE = FALSE
UPDATE_DNB_ACCOUNT.MOD1DELETE = FALSE
UPDATE_DNB_ACCOUNT.MOD1TXNLOG = FALSE
4 Save and close the file.

Running the D&B Update Manager (Siebel) Process Without Updating

Account Name or Account Location
Depending on your business process, you may want to run the D&B Update Manager (Siebel) server
component without updating the existing account names and account locations. This is done by
editing the RTI configuration file.
To edit the RTI configuration file so that account names are not updated
1 Open the RTI configuration file (dnbmaps.sql for single task or dnbmaps.tsq for multiple task) in
a text editor.
2 Search for UPDATE_SIEBEL_ACCOUNT.MOD1SQL under the Oracle, Oracle 8, Microsoft SQL Server,
or DB2 statements.
3 Search for dnb.BUSINESS_NAME within the UPDATE_SIEBEL_ACCOUNT.MOD1SQL SELECT statement.
4 Comment out the line that begins dnb.BUSINESS_NAME as shown.
UPDATE_SIEBEL_ACCOUNT.MOD1SQL =
SELECT acct.ROW_ID ROW_ID,
;dnb.BUSINESS_NAME NAME,
To edit the RTI configuration file so that account locations are not updated (single
task)
1 Open the dnbmaps.sql file in a text editor.
2 Search for the UPDATE_SIEBEL = UPDATE_SIEBEL_ADDR_PHY statement. This statement specifies

the Siebel Table Groups to be updated when D&B Update Manager (Siebel) server component is
run.
3 Within this statement, remove COMMIT, UPDATE_SIEBEL_LOC1, COMMIT, UPDATE_SIEBEL_LOC2,

COMMIT, UPDATE_SIEBEL_LOC3.
To edit the RTI configuration file so that account locations are not updated (multiple
task)
1 Open the dnbtask.cfg file in a text editor.
2 Under the [Siebel] section, comment out the line that begins Task5 as shown.
;;Task5 = UPDATE_SIEBEL_LOC1, COMMIT, UPDATE_SIEBEL_LOC2, COMMIT,

UPDATE_SIEBEL_LOC3

D&B Integration Field Mappings for Configuration of D&B Integration
Field Mappings for Configuration of D&B

Integration
This section provides field mapping information for three types of D&B integration processes:
Field Mapping for the D&B Update Manager Process
Field Mapping for D&B Real-Time Updates
Field Mapping for Account Promotion and Prospect Lists
Field Mapping for the D&B Update Manager Process

D&B Update Manager (D&B) server component. For the table mapping for the D&B Update
Manager (D&B) component, examine the appropriate tables (Figure 13 on page 257) using Siebel
Tools. The default field mappings can be determined by examining the UPDATE_DNB* sections of the
RTI configuration file (dnbmaps.sql or dnbmaps.tsq).
D&B Update Manager (Siebel) server component. When the D&B Update Manager (Siebel)
server component is run (Figure 14 on page 258), the fields listed in Table 76, Table 77 on page 270,
and Table 78 on page 271 are mapped. The field mappings can also be determined by examining the
UPDATE_SIEBEL* sections of the RTI configuration file.
For information about changing these default mappings, see Update Server Process Configuration
on page 266.
Table 76. S_DNB_ORG Table Mapping for D&B Update Manager (Siebel)
From Column To Table To Column
DUNS_NUM S_ORG_EXT DUNS_NUMBER
BUSINESS_NAME S_ORG_EXT NAME
TRADESTYLE S_ORG_SYN NAME

SCND_TRADESTYLE S_ORG_SYN NAME
PHYS_STREET_ADDR S_ADDR_ORG ADDR
SECOND_STREET_ADDR S_ADDR_ORG ADDR
PHYSICAL_CITY S_ADDR_ORG CITY
PHYSICAL_STATE S_ADDR_ORG PROVINCE or STATE
PHYSICAL_ZIP S_ADDR_ORG ZIPCODE
COUNTRY_NAME S_ADDR_ORG COUNTRY
COUNTY_NAME S_ADDR_ORG COUNTY
MAIL_ADDRESS S_ADDR_ORG ADDR
MAIL_ADDRESS_2 S_ADDR_ORG ADDR
MAIL_CITY S_ADDR_ORG CITY

Table 76. S_DNB_ORG Table Mapping for D&B Update Manager (Siebel)
MAIL_STATE S_ADDR_ORG STATE
MAIL_ZIP S_ADDR_ORG ZIPCODE
TELEPHONE S_ORG_EXT PH_NUM
FAX_NUMBER S_ORG_EXT FAX_PH_NUM
ANNL_SLS_AMT S_ORG_EXT_X ATTRIB_14
CURRENCY_CODE S_ORG_EXT BASE_CURCY_CD
EMPLOYEES_TOTAL S_ORG_EXT_X ATTRIB_26
EMPLOYEES_HERE S_ORG_EXT EMP_COUNT
YEAR_STARTED S_ORG_EXT_X ATTRIB_27
LOC_TYPE_STAT_IND S_ORG_EXT included in LOC
PUBLIC_PRIVATE_IND S_ORG_EXT_X ATTRIB_08
GLBLULT_DUNS_NUM S_ORG_EXT GLBLULT_DUNS_NUM
DOM_ULT_DUNS_NUM S_ORG_EXT DOM_ULT_DUNS_NUM
PAR_DUNS_NUM S_ORG_EXT PAR_DUNS_NUM
LINE_OF_BUSINESS S_ORG_EXT_X ATTRIB 03
PCT_GROWTH_SLS_3YR S_ORG_EXT_X ATTRIB_15
The S_PRSP_CONTACT table contains information about the D&B contacts such as the name of the
CEO and various company executives. D&B provides up to four contacts per D&B account.
Table 77. S_PRSP_CONTACT Table Mapping for D&B Update Manager (Siebel)

LAST_NAME S_CONTACT LAST_NAME
FST_NAME S_CONTACT FST_NAME
MID_NAME S_CONTACT MID_NAME
PER_TITLE S_CONTACT PER_TITLE
PER_TITLE_SUFFIX S_CONTACT PER_TITLE_SUFFIX
JOB_TITLE S_CONTACT JOB_TITLE
SEX_MF S_CONTACT SEX_MF

The S_DNB_ORG_SIC table contains the Standard Industrial Classification (SIC) code developed by
the US Government. The code is assigned to businesses and other organizations by classifying and
subdividing the activity performed by that establishment at that location. D&B provides up to six SICs
per D&B account. In the D&B Update Manager process, the primary SIC code is mapped to the
S_INDUST table and all SIC codes are mapped to the S_ORG_INDUST table.
Table 78. S_DNB_ORG_SIC Table Mapping for D&B Update Manager (Siebel)
ROW_ID S_INDUST PR_INDUST_ID
S_ORG_INDUST INDUST_ID
Table 79 describes how address and contact information is updated by the D&B Update Manager
(Siebel) process.
Table 79. Update Rules for Addresses and Contacts
If This D&B Information Changes... Then...
Street address A new address record is added to the Address

table.
City
(Abbreviated) state
Address information other than street address, The address record is updated in the Address
city, or state table.
Phone number The address record is updated in the Address

table.
Fax number
Contact first name or A new contact record is added to the Contact

table.
Contact last name
Contact information other than first or last The contact record is updated in the Contact
name table.
Field Mapping for D&B Real-Time Updates

When you purchase account information through the D&B Web site using the D&B real-time search
and update feature in the Siebel application, certain fields in the Siebel business components are
populated. These fields are a subset of the fields that are populated by the D&B Update Manager
(D&B) server component. For example, D&B does not provide the contact first, last, and middle
names fields in the real-time update.

Table 80 lists the fields that may be populated or updated when you purchase account information
using the D&B real-time search and update feature.
Table 80. Fields Populated by D&B Real-Time Search and Update
D&B WorldBase Marketing Plus with Siebel Business Component Name.Field

Linkage Name
Business Structure Code (Location Type) DNB Account.Location Type
Domestic Ultimate Name DNB Account.Domestic Ultimate Business Name
Global Ultimate Name DNB Account.Global Ultimate Business Name
Parent/HQ Business Name DNB Account.Parent HQ Name
Physical State DNB Account.State Name
Business Name DNB Account.Business Name
Trade Style DNB Account.Trade Style
Street Address DNB Account.Physical Address
Mail Address DNB Account.Mail Address
City Name DNB Account.Physical City
Mail City Name DNB Account.Mail City
Physical State/Province Abbreviation DNB Account.Physical State
Mailing State/Province Abbreviation DNB Account.Mail State
ZIP/Postal Code DNB Account.Physical Zip
Mail Postal/ZIP Code DNB Account.Mail Zip
Country Name DNB Account.Country Name
D&B D-U-N-S Number DNB Account.DUNS Number

Telephone Number DNB Account.Main Phone 2
Cable/Telex Code DNB Account.Cable Telex Number
Facsimile Number DNB Account.Main Fax 2
National ID DNB Account.National Identification Number 2
SIC Code DNB Account.SIC Code
Primary Local Activity Code DNB Account.Primary Local Activity Code
Year Started DNB Account.Year Started 1
Employees Here DNB Account.Employee Here
Employees Total DNB Account.Employee Total
Annual Sales US Dollars DNB Account.Sales Volume
Annual Sales Local DNB Account.Annual Sales Local Currency

Table 80. Fields Populated by D&B Real-Time Search and Update
D&B WorldBase Marketing Plus with Siebel Business Component Name.Field

Linkage Name
Legal Status DNB Account.Legal Status
Subsidiary Code DNB Account.Subsidiary Indicator
Import / Export / Agent Ind. DNB Account.Import Export Code
Global Ultimate D&B D-U-N-S Number DNB Account.Global Ultimate DUNS
Global Ultimate Indicator DNB Account.Global Ultimate Indicator
Global Ultimate WorldBase Country Code DNB Account.Global Ultimate Country Code
Domestic Ultimate D&B D-U-N-S Number DNB Account.Domestic Ultimate DUNS
Headquarter/Parent D&B D-U-N-S Number DNB Account.Parent HQ DUNS
HQ/Parent WorldBase Country Code DNB Account.Parent/HQ Country Code
Field Mapping for Account Promotion and Prospect Lists

When end users promote D&B accounts or create prospect lists from the D&B screen, fields in the
DNB Account and DNB Contact business components are mapped to fields in other business
components. These maps are listed in Table 81 and can be viewed in detail in the Business
Component User Properties window of Siebel Tools.
For information about promoting accounts and creating prospect lists, see Chapter 29, Opportunities
(User).
Table 81. Maps of D&B to Siebel Fields for Promotion and List Creation
D&B Siebel
User Property Source Destination
Prefix and Map Business Business
Name Component Component Process and Description
Account Map DNB Account Promotion

Account
Specifies the fields in DNB Account that is
copied to Account business component
Contact Map DNB Contact Contact Promotion
Specifies the fields in DNB Contact that is copied

to Contact business component
Mailing Address DNB Business Promotion

Map Account Address
Specifies the mailing address fields in DNB
Account that is copied to Business Address

Table 81. Maps of D&B to Siebel Fields for Promotion and List Creation
D&B Siebel
User Property Source Destination
Prefix and Map Business Business
Name Component Component Process and Description
Physical Address DNB Business Promotion

Map Account Address
Specifies the physical address fields in DNB
Account that is copied to Business Address
Prospect Info Map DNB Contact List Mgmt Create Prospect List
Prospective
Specifies the biological information (such as last
Contact
name, first name, and so on)
Prospect Contact DNB List Mgmt Create Prospect List

Info Map Account Prospective
Specifies the contact information (such as
Contact
company, address, phone number, and so on)
fields in the DNB Account that is copied into the
List Mgmt Prospective Contact

21 D&B Integration (End User)

This chapter describes how to use D&B data and reports to manage customer relationships, acquire
new customers, and create high quality new account records. It includes the following topics:
Accessing Company Data and Reports with D&B on page 275
Viewing D&B Aggregate Data for a Company on page 275
Promoting a D&B Account on page 276
Creating a Prospect List from D&B Data on page 276
Viewing a D&B Report on page 277
Using Global Integration to Add New D&B Accounts on page 277
Accessing Company Data and Reports

with D&B
The D&B screen allows you to access D&B marketing data as well as business and credit reports from
within your Siebel application.
You can directly access D&B data for use in prospecting, qualifying leads, and generating marketing
lists. You also can integrate D&B data and reports into your Siebel application, allowing you to
perform the following tasks:
Use D&B information to standardize data for your customer accounts
Access D&B business and credit reports
Search D&B for new accounts
Generate prospect lists based on D&B relationships and demographic data
View account hierarchies and related opportunities across a corporate family structure
Viewing D&B Aggregate Data for a

Company
When you have the D&B account information loaded into your Siebel application, a number of views
allow you to use the data and view company hierarchies. The following procedure explains how to
view aggregate data for a company using the D&B screen.
NOTE: D&B data for a company is read-only until the company is promoted to a Siebel account. For
more information, see Promoting a D&B Account on page 276.

D&B Integration (End User) Promoting a D&B Account
To view aggregate data

1 Navigate to the D&B screen.
2 In the D&B Accounts list select the account for which you want to view the aggregate data.
3 In the More Info form, click Query.
4 In the query form, enter the query criteria, and then click Go.
A list of D&B accounts that meet your criteria appear.
NOTE: If the DUNS # field does not appear in the list, click the menu button, choose Columns
Displayed, and adjust the list of displayed columns.
Promoting a D&B Account

You can use the D&B list to locate accounts that are potential sales leads. After you identify accounts
that meet your criteria, you can promote the accounts into your accounts list.
To promote a D&B account

1 Navigate to the D&B screen > D&B Accounts list.
2 In the D&B Accounts list select the company or companies that you want to add to your accounts
list.
To select a sequence of account records, hold down the SHIFT key and click the account
records.
To select multiple accounts that are not in sequence, hold down the CTRL key and click the
account records.
3 In the D&B Accounts list, click Promote Account.
A check mark appears in the Promoted field and the company is added to your Siebel application.
Drill down on the hyperlink in the Business Name field to view the account profile and related
contacts.
NOTE: The Data Validation Manager validates business component data based on a set of user
defined rules. When you promote one or more accounts, each account is created individually without
consideration for parent and child relationships. The system checks the Duns number and the
account name to check whether the account already exists in the account name. Therefore, we
recommend that you exclude promoted accounts from the data validation business processing.
Creating a Prospect List from D&B Data

You can use D&B data to generate sales leads. One way to use sales leads is to create a prospect list
for your telesales or sales team to contact.

D&B Integration (End User) Viewing a D&B Report
To create a prospect list

2 In the D&B Accounts list select the company or companies that you want to include in your list,
and then click Create D&B List.
The contacts associated with the company or companies are added to a prospect list.
3 To view the prospect list, select D&B Lists from the link bar.
4 In the D&B Lists list, select the list and drill down on the list name hyperlink to view accounts on
the list.
Viewing a D&B Report

After a D&B report order is set up by your administrator, you can view business and credit reports
from within your Siebel application. This information can also be viewed from the Accounts screens
D&B Reports view tab.
To view a D&B report

2 In the D&B Accounts list select the company for which you want to view reports.
3 Click the Reports view tab.
The D&B report for the selected company appears.
Using Global Integration to Add New

D&B Accounts
After a D&B Global Integration access is set up by your administrator, you can access D&B real-time
within your Siebel application and enter criteria to locate new accounts in the D&B database. Search
criteria can include the business name with state/province and country information, D&B D-U-N-S
number, local business ID, and telephone number.
When you execute a search for new D&B accounts, the search criteria is sent to D&B's Global
Integration, along with the users D&B account name and password. When D&B receives the
information, Global Integration automatically selects the single best search method to execute based
on the criteria. D&B calculates the criteria matches and returns the number to Siebel. If there are
no matches for the criteria, the requestor is notified.
At this point, you can opt to purchase the account information, or cancel the Global Integration
search process. If an account is purchased, data received from D&B is added to the Siebel D&B tables
and is available in D&B All Accounts view.
NOTE: If the selected account already exists in your Siebel D&B database, the account is not
purchased.

D&B Integration (End User) Using Global Integration to Add New D&B Accounts
To initiate D&Bs Global Integration search

1 Navigate to the D&B screen > D&B Accounts List view.
2 Click Search D&B for New Account.
3 In the Search D&B dialog box, complete the fields for the query.
The following illustration shows an example of the search criteria form.
You must enter sufficient data to initiate a query in the United States. For example, as the
following figure shows, in the Search D&B form you can enter Business Name, State/Province
and Country as criteria, or just the D-U-N-S number, or the Local Business ID and Country, or
the Phone number and Country. If you only enter the Business Name, the search fails because
the data is insufficient.
The following table describes the Search D&B query fields.
Field Comments
Business Name The Name/Address search is the most commonly used search
method. At a minimum, the business name and country must be
Street Address
supplied. For Canadian businesses, the province must also be
City included.
State/Province When you are searching for a business by name, do not use wildcard
characters, (*) for unknown characters in the name.
Country Name
ZIP Code Additional information such as town, street address, and postal code,
can be included to increase the chances of finding an exact match.
DUNS # This search method allows you to enter a known D&B D-U-N-S
number to verify the identity of a business. The D&B D-U-N-S
number should contain only nine numeric characters (no spaces,
dashes, and so on).

Field Comments
Local Business ID Many countries have their own numbering schemes to identify local
businesses. Normally, this is a government-sponsored schema for
the purpose of business registration and tax filing.
The local business ID submitted in a search should only contain

numeric characters (no spaces, dashes, and so on). A country code
must also be included with the request.
D&B Global Integration supports searching by the following local

business identifiers.
AustraliaCAN
BelgiumBTW/TVA
FranceSIREN
GermanyHr. Number
IrelandCompany House
ItalyCCIAA
NetherlandsKvK Nr
PortugalFiscal
SpainCIF/NIF
SwedenCompany House
United KingdomCompany House
Phone # If using a telephone number search, enter the telephone number as

dialed from within the country, including the area code or city code
if required. The international long distance code (country code)
should not be included.
For example 9086655000 for a search in New Jersey, US;

9055686000 for a search in Ontario, Canada; 01494422000 for a
search in High Wycombe, England; 0104009400 for a search in
Rotterdam, Netherlands.
The telephone number should contain only numeric characters (no

spaces, dashes, and so on).
4 After you have entered the criteria, click Search D&B.
The following figure shows sample search results, with the business name, city, and state in the
Search Results list.

5 In the Search D&B list of results, select an account, and then click Purchase.
Click Refine Query to modify the query criteria. Click Cancel to return to the D&B Accounts list
without purchasing.
The purchased account is highlighted in the D&B Accounts list.

22 Contacts
This chapter is about administering and using contacts. It includes the following topics:
About Contacts on page 281
Scenario for Contacts on page 281
Adding a Contact on page 282
Promoting a Personal Contact to a Contact on page 284
Creating a Profile for a Contact on page 284

Adding a Contact to a Synchronization List on page 284
Assessing a Contact on page 285
Synchronizing Contact Information with External Systems on page 285
About Contacts
Contacts are individuals with whom your company conducts business or expects to conduct business
in the future. These individuals can be employees of other companies, independent consultants,
vendors, or personal acquaintances. Contacts can be associated with several accounts, but a contact
is the primary on only one account. Contacts can also be associated with a number of opportunities.
If your organization serves mostly individual consumers, or if you are answering inbound calls related
to a marketing campaign, the Contacts screen is a better screen to use when answering inbound
calls. If your organization serves mostly businesses, the Accounts screen is a good screen to use
when answering general inbound phone calls.
This chapter describes how sales professionals can use the Contacts screen to record information
about individuals who interact with their company.
Scenario for Contacts

This scenario provides an example of a business process performed by a sales representative
managing new and existing contacts. Your company may follow a different process according to its
In the course of a business day, a sales representative interacts with other professionals. These
formal and informal exchanges can result in potential leads or sales opportunities.
A sales representative determines if her company has done business with a particular company by
reviewing account and contact records. In cases where contacts are not listed, the sales
representative creates new contact records in the Siebel Sales application, and associates the
contacts with new or existing accounts.

Contacts Adding a Contact
If the possibility of doing businessan opportunityarises, the sales representative creates the
opportunity and associates activities and contacts with the opportunity. This helps the sales
representative track important milestones for obtaining and closing deals.
Adding a Contact
When a sales representative identifies an individual as a possible source for leads, that individuals
information is added to Siebel Sales as a contact. Team members can access this contact information
while they are working on potential business opportunities.
A contact team is a group of employees or partners who can view the contact information in the My
Contacts view. If you work in a Mobile Web Client environment and are a member of the contact
team, the contact information is downloaded to your local database the next time you synchronize.
Use the following procedure to create a contact record.
To add a contact
1 Navigate to the Contacts screen > Contacts List view.
2 In the Contacts List, create a new record, and complete the necessary fields.
A contact record appears on the My Contacts view only if you are on the contact team for the
contact.
Field Comments
Account Name Displays the account with which the contact is associated.
Account Status Displays the status of the account with which the contact is
associated.
Account Address Inherits the primary address for the account associated with the
contact. You cannot add address information in this field.
Comments A text field that shows any additional information associated with the
contact.
Contact Method A list of values established by your company that is used to define the
contacts preferred method of interaction. Default values include
Email, Fax, Pager, and Phone.
Contact Team A default value based on your user ID. After you create a contact, you
are automatically listed as the primary team member. You can add
individuals to the contact team by selecting them from the employee
list. Only a manager or administrator can change the primary contact
team member, or can delete the primary contact team member.
Disable Cleansing A check box which, when selected, does not allow data cleansing.

Contacts Adding a Contact
Field Comments
Employee Flag If checked, this flag indicates that the contact is an employee of your
company.
First Name A required field that displays the contacts first name.
Global Owner Displays the name of the team member who is the global account
owner. In cases of multinational or global companies, this designates
one main account team member to oversee the account.
Households Displays the household to which the contact is affiliated. Households

allow you to track and target contact affiliations, and often these
contacts share an address. For more information on Households, see
Chapter 30, Households.
Household Status Displays the status of the household to which the contact is affiliated.
Job Title A text field that displays the contacts professional title.
Last Name A required field that displays the contacts last name.
Lock Assignment A check box which, when selected, locks the contact team assignment
from reassignment by Siebel Assignment Manager.
Manager Last Name Displays the managers last name. This field must be populated before
you can perform an organizational analysis.
Middle Initial An optional field that displays the contacts middle initial.
Do Not Call, Do Not Select this option to indicate not to telephone, send email, or send
Email, Do Not Mail mail to the contact.
Organization A default value displaying the name of the organization to which you
belong. Your system administrator sets up organizations in your Siebel
application. You can associate multiple organizations with an
opportunity, but your organization is listed as the default organization.
Send Email Updates A check box which, when selected, indicates that the contact is willing
to receive email updates about products and services.
Contact Status Examples are Active, Qualified, Marked for Deletion.
Sync A read-only check box, which indicates the user has included the
contact record in the users Sync List. Requires Siebel Sync.
Sync List A dialog box that displays the User IDs of users who synchronize the
contact with a personal information manager (PIM) such as Lotus
Notes or Microsoft Outlook. Requires Siebel Sync.
Time Zone Displays the time zone in which the contact works or lives.
Registration Source Displays how the contact was registered, for example, the contact
might have been registered at a particular marketing event.
Price List Displays the price list associated with the contact.

Contacts Promoting a Personal Contact to a Contact
Promoting a Personal Contact to a

Contact
Contact records can be promoted from the My Personal Contacts view to the My Contacts view.
To promote a contact from My Personal Contacts to My Contacts

1 Navigate to the Contacts screen > Personal Contacts List view.
2 In the Contacts list, select the contact for promotion.
3 In the Contact form, clear the check box in the Private field.
The Contact record appears in the My Contacts list.
NOTE: You cannot designate a contact as Private (My Personal Contacts) from the My Contacts list.
Creating a Profile for a Contact

A profile consists of information that is collected about a contact. This information can include a
contacts expenditure approval, hobbies, education, and the name of the contacts spouse.
To create a profile
1 Navigate to the Contacts screen > Contacts List > Profile view.
2 Query for the contact.
3 In the Profile form, complete the fields.
Adding a Contact to a Synchronization

List
A contact can be added to a list for synchronization with a personal information manager (PIM) such
as Microsoft Outlook, using Siebel Sync. For more information about synchronizing contacts, see
Siebel Client Sync Guide.
To add a contact to a sync list

2 In the Contacts list, select the contact to be added to the Sync List.
3 Click the menu button, and then select Add to Sync List.
A check mark appears in the Sync check box in the Contact form.
A contact can also be added to a different Sync List by clicking the select button in the Sync List
field in the contact form.

Contacts Assessing a Contact
To remove a contact from a sync list

2 In the Contacts list, select the contact to be removed from the Sync List.
3 Click the menu button, and then select Remove from Sync List.
The check mark is removed from the Sync check box in the Contact form.
Assessing a Contact
You can use assessments to compare contacts with one another, compare them with a model, or to
determine what information is present or not for a contact. To perform the assessment, you enter
values for the assessment attributes. The application calculates a composite assessment value for
the contact. For information about how to perform an assessment, see Performing an Assessment
(User) on page 194.
Synchronizing Contact Information with

External Systems
The Application Services Interface (ASI) feature allows you to synchronize the contact data between
a Siebel application and an external system in real time. This feature enables you to maintain
consistent contact information across your enterprise, and to eliminate manual entry of data in
multiple systems.
If your Siebel administrator has set up real-time contact integration between a Siebel application and
another system, you can use the Update External System command to send new and modified
contact information from the application to the other system in real time. For more information about
ASI, see Siebel Application Services Interface Reference and Chapter 24, Integration Using ASIs.
To synchronize contact information with an external system

2 In the Contacts list, select a contact record.
To create a new contact record, see Adding a Contact on page 282.
3 In the Contacts list, click the menu button, and then choose Update External System.

Contacts Synchronizing Contact Information with External Systems

23 Adobe Forms Integration

This chapter describes how to set up and use Adobe forms integration. It includes the following
topics:
About Forms Integration on page 287
Scenarios for Forms Integration on page 288
Process of Setting Up Adobe Forms Integration on page 289
Preparing for Adobe Forms Integration Setup on page 290
Creating the Web Service for Adobe Forms Integration on page 290
Configuring the Web Service for Adobe Forms Integration on page 291
Enabling Forms Integration for Additional Applets Using Siebel Tools on page 292
Creating an Integration Object for Adobe Forms Integration on page 292
Generating an XML Schema for Forms Integration on page 293
Mapping the XML Schema to the PDF Form Using Adobe Designer on page 294
Creating the Form Record Referencing the PDF File on page 294
Generating a Form from a Record (User) on page 296
About Forms Integration

Government agencies generate paper documents for record-keeping purposes when processing
applications, such as those for immigration, citizenship, and visas. These documents might include
letters to applicants, as well as standardized forms with a precise layout that must be maintained.
Forms and letters might be issued on preprinted paper stock, such as with visas. You can use data
from Siebel Business Applications to populate these forms and letters.
Siebel Business Applications provide preconfigured Web services-based integration with Adobe
Forms Server 6.0 and Adobe Forms Designer software. This integration allows the generation of PDF
forms based on data captured in Siebel Business Applications. For example, users can extract contact
data within an application such as Siebel Call Center, and populate the appropriate fields in a
standard PDF application form.
The data for the form can come from the primary business component of a record, or any child
business components. The available forms are those that are associated with the primary business
component. The application can also use a search specification to select a particular record from a
child business component. For example, the application can select the primary contact associated
with a case record.

Adobe Forms Integration Scenarios for Forms Integration
Users can also generate multiple populated PDF forms at one time. The user selects multiple records,
then generates the forms. A PDF form is generated for each record, and is added to each record as
an attachment. You can then use Adobe Acrobat Reader to open, print, edit, email, and save the
document.
Administrators can use drag-and-drop functionality in Adobe Designer to map the data from Siebel
Business Applications to fields in an Adobe PDF form. Administrators can also specify the text style
(font), size, justification, and word wrapping for each field in the form, or choose to use the default
style settings.
In Siebel Business Applications, the Forms Administration view provides a list of forms available in
the application. The available date and expiration date of each form determines the availability of
the form to users, and provides version control.
NOTE: In outbound forms integration, form fields are populated from the data in Siebel Business
Applications. In inbound forms integration, the data in Siebel Business Applications is populated from
form fields. Siebel E-Support for Public Sector uses inbound forms integration. For inbound forms
integration, use the information in this chapter along with the information about Adobe forms
integration in the Siebel E-Support Administration Guide.
Scenarios for Forms Integration

The following scenarios provide examples of processes performed by administrators and users. Your
organization might follow different processes according to your particular business requirements.
Users can generate a schema, and then import and map to fields on a PDF using either XSD or XML
data. In these business scenarios, XML is used to illustrate the examples.
Setting Up Forms Integration

An immigration and citizenship agency administrator generates an XML schema in a Siebel
application and maps the XML data to fields in a visa application form. The administrator then creates
a form record that agency personnel can select when they process applications for visitor status.
Generating a Form from Data in a Siebel Application

A client requests written proof of his citizenship. A citizenship clerk locates the record for the client,
determines that the client is a citizen, and generates a proof-of-citizenship form. The system
generates the form, and populates the form with data from the record. The clerk can then print the
form and mail it, or transmit the form to the client electronically.
Generating Multiple Forms

A citizenship clerk prepares all the necessary documentation for a citizenship ceremony. Before the
ceremony, the clerk prints a new grant-of-citizenship form for each client who is scheduled to attend
the ceremony. Each form is printed on an official government document. Each form contains fields
for specific information about the client, such as First Name and Last Name, and general information
about the event, such as event date, office location, and so on.

Adobe Forms Integration Process of Setting Up Adobe Forms Integration
The clerk reviews the list of clients scheduled to attend the event, selects the client records, and then
chooses the appropriate form to generate. The system creates the forms and populates the forms
with the required data. The clerk reviews the forms, then prints the forms.
Process of Setting Up Adobe Forms

Integration
This topic lists the tasks that administrators typically perform to set up Adobe forms integration. Your
organization may follow a different process according to its business requirements.
Administrator Procedures
The following list shows the tasks that administrators typically perform to set up Adobe forms
integration:
1 Install the required Adobe software. For more information, see Preparing for Adobe Forms
Integration Setup on page 290.
2 Use Siebel Tools to create the Adobe Web Service. For more information, see Creating the Web
Service for Adobe Forms Integration on page 290.
3 Configure the Adobe Web Service. For more information, see Configuring the Web Service for
Adobe Forms Integration on page 291.
4 (Optional) If forms integration functionality is required for business objects other than those that
are preconfigured for Siebel Public Sector, use Siebel Tools to add Adobe forms integration
functionality. For more information, see Enabling Forms Integration for Additional Applets Using
Siebel Tools on page 292.
5 During the design process, use Siebel Tools to create an integration object for the selected
business component. For more information, see Creating an Integration Object for Adobe Forms
Integration on page 292.
6 In Siebel Public Sector, a preconfigured PUB Immigration Contact integration object is provided.
For Siebel Business Applications, a Sample Contact integration object is provided. Verify that
both objects are active; make sure that the Inactive check box is not selected.
7 Generate the XML schema document. For more information, see Generating an XML Schema for
Forms Integration on page 293.
NOTE: Administrators can generate a schema, import the XML schema, and then map the
schema to fields on a PDF using either XSD or XML data. In this process, XML is used in the
procedures.
8 In Adobe Forms Designer, import the XML schema, and then map the schema to fields on the PDF
form. For more information, see Mapping the XML Schema to the PDF Form Using Adobe Designer
on page 294.
9 In a Siebel application, create a form record that points to the PDF file. For more information,
see Creating the Form Record Referencing the PDF File on page 294.

Adobe Forms Integration Preparing for Adobe Forms Integration Setup
User Procedure
Users typically perform the following task to use Adobe forms integration:
Generate a form from a record in a Siebel application. A copy of the PDF form is stored in the
Attachments view of the record. For more information, see Generating a Form from a Record
(User) on page 296.
Preparing for Adobe Forms Integration

Setup
You must perform the following steps before you can set up and use Adobe forms integration with a
Siebel application. After you verify that the tasks are complete, you can begin the forms integration
tasks.
For more information on software version requirements for Adobe forms integration, see Siebel
System Requirements and Supported Platforms on Oracle Technology Network.
This task is a step in Process of Setting Up Adobe Forms Integration on page 289.
Preparing the Setup for Adobe Forms Integration

Perform the following steps:
1 Install Adobe Form Server.
This server deploys high-volume, secure, XML-based forms as Adobe PDF files to any platform.
For installation instructions, see the documentation provided with the application. You must
install Java 2 SDK, SE, and IBM WebSphere before you install Adobe Forms Server.
2 Install Adobe Designer.
This form design tool allows you to create forms based on XML. Adobe provides the installation
instructions for the application.
3 Make sure that your computer can read Adobe documents.
Users view and interact with Adobe forms and other PDF documents in Adobe Acrobat Reader.
Siebel Business Applications use Adobe Acrobat Reader to display PDF documents. You might
need to install Adobe Acrobat Reader.
For more information about how to install Adobe Acrobat Reader, and how to configure your
computer to display PDF documents, see the Adobe Web site.
Creating the Web Service for Adobe

Forms Integration
To create the Web Service for Adobe forms integration, use Siebel Tools to perform the steps in the
following procedure. For more information, see Using Siebel Tools.

Adobe Forms Integration Configuring the Web Service for Adobe Forms Integration
To create the Web Service

1 Start Siebel Tools and log in as the administrator.
2 From the application-level menu, choose File > New Object, and from the New Objects Wizard
dialog box, click the EAI tab and choose Web Service.
3 From the WSDL Import Wizard wizard screen, perform the following tasks:
a Select a project.
For example, select Contact as the project.
b Specify the WSDL document file from which to import.
The WSDL document file is provided by Adobe.
After you specify the WSDL document file, the following field values are automatically
populated. Do not change the default values.
Run-time data file: <path>\SiebelIntegration.xml
Log file: <path>\SiebelIntegration.log
c Click Next, and then click Finish.
4 Use Siebel Tools to compile the project.
Configuring the Web Service for Adobe

Forms Integration
Complete the steps in the following procedure to configure the Web Service for Adobe forms
integration.
To configure the Adobe Web Service

1 Navigate to the Administration - Web Services screen > Outbound Web Services view.
2 From the Outbound Web Services list, click the Import button.
3 From the EAI Web Service Import dialog box click Browse, locate the Adobe Web Service created
in Siebel Tools (SiebelIntegration.XML) on the network, and then click Import.
4 In the Outbound Web Services list, select Adobe Web Service.

5 In the Service Ports list, update the address field with the correct IP address for the Adobe Form
Server.
For example, the field should show an address similar to the following address:
http://255.255.255.0:9080/IDPWeb/IDPFormServer

Adobe Forms Integration Enabling Forms Integration for Additional Applets Using Siebel
Tools
Enabling Forms Integration for

Additional Applets Using Siebel Tools
By default, Adobe forms integration is enabled on the following applets:
Contact List
PUB Immigration Contact List
PUB Immigration Credentials List
PUB Immigration Identity List
PUB Immigration Identity Form
PUB Immigration Contact Identity Form
You can also generate forms based on other business objects, such as opportunities. Administrators
can use Siebel Tools to add Adobe forms integration functionality to other applets in Siebel Business
Applications. For more information, see Siebel Tools Online Help and Using Siebel Tools.
To add forms integration functionality to application applets

1 In Siebel Tools, select the applet to which you want to add the forms integration menu option.
2 Add a new Applet Method Menu Item to the applet. In the Command field, select the Generate
Form Command object.
Creating an Integration Object for

Adobe Forms Integration
The following procedure provides information on how to create a new integration object for Adobe
forms integration by using Siebel Tools and the source object Contact. For more information about
how to create an integration object, see XML Reference: Siebel Enterprise Application Integration,
Siebel Tools Online Help, and Using Siebel Tools.
NOTE: When you create the Integration Object for forms integration, make sure not to include fields
that include a period (.) in the name. Adobe Designer does not support fields with this character.
To create an integration object

1 Start Siebel Tools and log in as the administrator.
2 From Object Explorer, query for the project (for example, Contacts), and then lock the project.
3 Choose File > New Object, and from the New Objects Wizard dialog box click the EAI tab and
choose Integration Object.
4 From the Integration Object Builder wizard screen:

Adobe Forms Integration Generating an XML Schema for Forms Integration
a Select a project.
For example, select Contact as the project.
b Specify the source system of the new Integration Object (business service), and then click Next.
For example, select EAI Siebel Wizard.
5 Select the source object for the new Integration Object from the list.
For example, select Contact.
6 Enter a name for the Integration Object.
For example, name the object Contact_Form_Integration. The name must be unique among all
of the Integration Objects in Projects.
7 Select the appropriate check boxes to activate the components for the Integration Object.
For example, expand the Contacts object hierarchy, and select the check box for the appropriate
item to choose Contact_Personal Address and Contact_Opportunity.
NOTE: Developers might want to include multiple integration components when the integration
object is built, so that the integration object can be reused for many different forms. This also
reduces the maintenance required for integration objects.
8 Click Next, and then click Finish.
9 Select the integration object, right-click the mouse, and choose Validate.
Generating an XML Schema for Forms

Integration
Complete the steps in the following procedure to generate the XML schema. For more information,
see XML Reference: Siebel Enterprise Application Integration.
To generate the schema for the forms integration object

1 From the Siebel Tools Object Explorer list, select the new integration object, and then click
Generate Schema.
2 From the Generate XML Schema window, select a Business Service from the list.
For example, choose EAI XML XSD Generator.
3 In the Select an envelope type from the list field, select No Envelope.
4 In the Choose the file name to save the schema object field, click Browse, select the file to which
you want to save, and then click Finish.
You must save the file in a network location that the Siebel application can access at run time.
The XML Schema file, for example Contact_schema.xml, is generated, based on user inputs.

Adobe Forms Integration Mapping the XML Schema to the PDF Form Using Adobe
Designer
Mapping the XML Schema to the PDF

Form Using Adobe Designer
Administrators can map the data schema from a Siebel application to an Adobe PDF template using
the drag-and-drop functionality provided with Adobe Designer software. For more information about
using Adobe Designer 6.0, see the documentation provided with the Adobe application.
To map the schema to the PDF form

1 Start Adobe Designer, and select the PDF file.
For example, start Adobe Designer with a PDF file named, Contact.pdf.
2 Choose File > New Data Connection.
3 Select the XML Schema option, and click Next.
4 Use the XML Schema File field to select the XML schema file.
Select the Embed XML Schema option, then click Finish.
5 Click the Data View tab, and expand the node.
For example, expand the Contact node. The schema columns are displayed under Contact. The
columns include child components, which might be selected during mapping.
6 In the PDF form, select the target field.
7 Drag the data column from the Data View, and drop the column on the placeholder field in the
PDF file.
For example, drag and drop Last Name, First Name, Cellular Phone, Home Phone, and so on.
8 Save the file.
NOTE: You must save the PDF file in a network location that the Siebel application can access at
run time.
Creating the Form Record Referencing

the PDF File
Form records must be maintained within Siebel Business Applications so that the forms are available
to users. This process allows administrators to add new forms, update forms with newer versions,
and deactivate or remove old and obsolete forms.
Only users with administrator privileges can modify or delete form records. Typically, older forms are
flagged as inactive rather than deleted.

Adobe Forms Integration Creating the Form Record Referencing the PDF File
To create a form record

1 Navigate to the Administration - Document screen > Forms Integration Administration view.
2 In the Forms Integration list, create a new record, and provide a name and description.
For example, create a form record named Contacts.
3 Complete the fields, and select the appropriate integration object.
Field Description Example
Version Type the version number of the 1

form.
Inactive Select this check box to make the

form inactive.
Integration Object Select the source object for the Contact

integration object.
Request (Siebel Remote only) Select this

check box to retrieve the document
from the server during the next
synchronization session.
Update Select this check box to update your

copy of the file automatically when
the original file is updated.
Business Object Displays the business object Contact

associated with the integration
object you selected.
File Name Select the filename of the PDF form. Sample_Contact.pdf
File Type Displays the file type of the PDF PDF

form.
Type Select PDF as the file type in which PDF

the form is generated.
Attachment Business Select the business component with Contact

Component an Attachments view to which you
want to attach the generated form.
Forms Adapter Select Forms Integration PDF Forms Integration PDF

Adapter Service. Use the Debug Adapter Service.
Forms Integration PDF Adapter to
troubleshoot issues with the Adobe
integration.
File Adapter Select Forms Integration File Forms Integration File

Adapter Service. Adapter Service

Adobe Forms Integration Generating a Form from a Record (User)
Field Description Example
Attachment View Select the view to display after the Contact Attachment view
form is generated.
Search Specification Type a search specification to select "[Contact_Account.Acco

particular information from the child unt Status] = 'Active' "
business component of the
integration object.
To include information from a

Contact account only if the account
is active, enter the example value in
the Search Specification field, where
Contact_Account represents the
Integration Component Name.
Generating a Form from a Record (User)

Users can generate a PDF document that is automatically populated with data from a record in a
Siebel application, such as a contact. The PDF file is stored in the Attachments view associated with
the record.
To generate a form with data from a record

1 Navigate to the Contacts screen and select the appropriate record.
You can also create a new contact record and verify that the record contains the data necessary
to populate the form.
2 From the Contacts list menu, select Generate Form.

The dialog box provides a list of forms associated with the parent business object.
3 From the Select Forms dialog box, click the caret symbol on the left side of the list to choose the
appropriate form. Click OK.
The user is automatically navigated to the Attachments view of the record where the PDF file is
stored for archival purposes. The user can then drill down on the hyperlink in the Attachment
name form to open the document in Acrobat Reader.
4 Verify that the form is correctly populated with the data.
Generating Forms for Multiple Records

To generate forms from multiple records such as contacts, perform the same procedure as for a
single record, except select multiple records.

When you generate multiple forms, consider the complexity of the form and the number to be
generated. If the form is relatively simple, you can typically generate 200 forms at one time without
an impact to performance. If the form is complex, generate the forms in batches of no more than
100 forms. For example, for a Citizenship Ceremony, assess the complexity of the form before you
decide whether to generate forms in one procedure or in batches.


24 Integration Using ASIs

This chapter is about administering iHelp. It includes the following topics:
About ASIs on page 299
Setting Up Account, Contact, and Household ASIs on page 299
ASI Workflow Descriptions on page 301
About ASIs
ASIs allow you to integrate Siebel applications with other applications in real time.
The Accounts, Contacts, or Households screens use ASIs to exchange data with any external system
such as a back-office application. These are listed in Table 82.
You must set up these ASIs shipped with your Siebel application before they can be used. This
chapter provides the procedures that you must perform to set up these ASIs. Depending on your
business needs, you may choose to set up ASIs and activate workflows for some or all of the GUI
commands listed in Table 82.
For general information about ASIs, see Siebel Application Services Interface Reference.
Table 82. ASIs for Accounts, Contacts, and Households
Outbound and
Screen GUI Command Workflow Inbound ASI Pairs
Accounts Update External System Synchronize Account ASI External Account
Accounts (Credit Refresh Get Account ASI Siebel Account

Profile view)
Contacts Update External System Synchronize Contact ASI External Contact
Siebel Contact
Households Update External System Synchronize Household ASI External Household
Siebel Household
Setting Up Account, Contact, and

Household ASIs
This section describes how to set up the prebuilt ASIs for Accounts, Contacts, and Households:

Integration Using ASIs Setting Up Account, Contact, and Household ASIs
1 Set up outbound and inbound Web services. See Setting Up Web Services for Account,
Contact, and Household ASIs on page 300.
2 Activate workflows. See Activate Workflows for Account, Contact, and Household ASIs on
page 301.
Other tasks you may want to perform are:
Extending ASIs. See Siebel Application Services Interface Reference.
Deactivating fields in the ASIs. See Siebel Application Services Interface Reference.
Customizing ASI workflows. See Siebel Business Process Framework: Workflow Guide.
Setting Up Web Services for Account, Contact, and Household ASIs

To set up the Web services, you must set up both outbound and inbound Web services for the ASIs.
The procedures that follow show you the steps required for each ASI.
To set up an outbound Web service

2 In the Outbound Web Services list, create a query to display the record with External Account,
External Contact, or External Household in the Name field.
3 Verify that the fields in the Outbound Web Services list match those in the following table.
Namespace Name Status
http://siebel.com/asi/ One of the following: Active
External Account
External Contact
External Household
4 In the Service Ports list, click New, and enter the following values in the fields of the new record.
Field Comments
Name Enter a name for the port.
Service Display Enter External Account, External Contact, or External Household.

Name
Transport Select from the drop-down list.
Address When you select a transport, the field will be populated with a template
address. Edit the address based on where you are sending the data.
Binding If a SOAP header is expected by the receiving application, select

SOAP_RPC.

Integration Using ASIs ASI Workflow Descriptions
To set up an inbound Web service

1 Navigate to the Administration - Web Services screen > Inbound Web Services view.
2 In the Inbound Web Service list, create a query to display the record with Siebel Account, Siebel
Contact, or Siebel Household in the Name field.
3 Verify that the fields in the Inbound Web Services list match those in the following table.
Namespace Name Status
http://siebel.com/asi/ One of the following: Active
Siebel Account
Siebel Contact
Siebel Household
4 In the Service Ports list, review the information in the fields for the service port and make any
changes required for your system.
5 In the Operations list, review the information shown and make any changes required for your
system.
Activate Workflows for Account, Contact, and Household ASIs

You must activate the following workflow processes used for real-time integration of account, contact
and household data:
Synchronize Account ASI
Get Account ASI

Synchronize Contact ASI
Synchronize Household ASI
For a description of these workflows, see ASI Workflow Descriptions on page 301.
To activate workflows used by Account, Contact, and Household ASIs

See Siebel Business Process Framework: Workflow Guide.
ASI Workflow Descriptions

This section describes the workflow processes that are used to invoke the ASIs for account processes.
It is not necessary to modify these workflows, but you can modify them to suit your business model.

Integration Using ASIs ASI Workflow Descriptions
Synchronize Account ASI

This workflow submits the account information to the outside system to synchronize the information
between the two systems.
Query For Account By ID: Queries for the account on the current system using the object ID.
Returns an account property set containing the account information.
External Account Proxy: Calls the Synchronize method on the outside system, passing in the
account property set. This step returns an account property set, which will contain any changes
the outside system made to the account.
Synchronize Account: Takes the account property set returned by the previous step and
synchronizes it with the account in the current system.
Synchronize Contact ASI

The Synchronize Contact ASI process is essentially the same as the Synchronize Account ASI
process, except that contact replaces account.
Synchronize Household ASI

The Synchronize Household ASI process is essentially the same as the Synchronize Account ASI
process, except that household replaces account.
Get Account ASI

This workflow queries the outside system to retrieve the latest information on the account. It returns
the new information and synchronizes the account on the current system.
Query Account By ID: Queries for the account on the current system using the object ID. Returns
an account property set containing the account information.
Isolate Integration ID: In the next step, the workflow uses a query by example. Query by
example takes the property set and looks for an account with exactly the same values for the
fields in the property set. If the account has changed on the outside system, those values will no
longer match. The workflow needs to query by a value that does not change, that is, the
integration ID. Isolate Integration Id takes in a property set and removes all the fields, except
the integration ID.
External Account Proxy: Using the property set, which only has an integration ID now, this step
queries by example on the outside systems. Once it finds the account with that integration ID,
it returns an account property set containing the account information.
Synchronize Account: Takes the account property set returned by the previous step and
synchronizes it with the account in the current system.

25 Web Services
This chapter is about the Web services which enable you to access the Siebel database from Microsoft
Excel and Microsoft Word.
About Web Services for Microsoft Applications on page 303
About the Excel Web Service on page 304
About the Word Web Service on page 304
Seed Data for Excel and Word Web Services on page 305
Prerequisites for Connecting Templates to Siebel EAI on page 305
Process of Configuring Excel Web Service on page 305
Downloading the Template for the Excel Web Service on page 306
Connecting the Excel Template to Siebel EAI on page 306
Using the Excel Web Service on page 307
Process of Configuring Word Web Service on page 308
Downloading the Template for the Word Web Service on page 308
Connecting the Word Template to Siebel EAI on page 308
Process of Using Word Web Service to Perform a Mail Merge on page 309
Getting the Data for a Mail Merge From the Siebel Database on page 310
Refining Recipients for a Mail Merge on page 310
Refining the Message for a Mail Merge on page 311
Previewing Messages for a Mail Merge on page 311
Printing or Sending Mail Merge Messages on page 312
Logging Messages as a Siebel Activity on page 312
About Web Services for Microsoft

Applications
These Web services work with Microsoft Office 2000 and 2003. Users must have the macro security
level set to medium or lower to use these Web services.

Web Services About the Excel Web Service
About the Excel Web Service

The Excel Web service provides several useful features for Siebel users. For example, if you use the
Excel Web service, you do not need to export data from your Siebel database, then import it to Excel.
You can use the Excel Web service to do the following tasks:
Create and populate spreadsheets with data from your Siebel database.
Define and save reports which specify the fields to take from your Siebel database, and filters to
apply.
Update your reports as required to get the latest information from the database.
Use Excel pivot tables and charts to analyze data from your Siebel database.
By default, the following record types are supported:
Accounts
Contacts
Opportunities
Service Requests
About the Word Web Service

The Word Web service enables you to use the Word mail merge feature directly with your Siebel
database. The Word Web service adds a custom toolbar to your documents. You can use the toolbar
to perform your mail merge tasks. You can use the Word Web service to do the following tasks:
Create a list of mail merge recipients with data from your Siebel database.
Refine your mail merge message and add fields to represent fields from your Siebel database.
Preview your mail merge documents with the data fields populated with data from your Siebel
database.
Print or email your mail merge documents directly from Word.
Log each mail merge event as an activity in your Siebel database.
By default, the following record types are supported:
Accounts
Activities
Contacts
Opportunities
Service Requests

Web Services Seed Data for Excel and Word Web Services
Seed Data for Excel and Word Web

Services
Siebel Business Applications include seed data for the Excel and Word Web services. The seed data
includes the following items:
Template files for the services.
SAF files. These files are generated when you add templates as literature items. These files must
be present to enable users to open the templates from the Literature view.
To enable users to open Web services templates from the Literature view
Copy the *.SAF files from $SIEBEL_ROOT/temp/SFA into the $FILESYSTEM directory.
To download the Excel or Word template

2 In the Literature list, select the Excel or Word template.
3 Click the template, then save the file to your computer.
Prerequisites for Connecting Templates

to Siebel EAI
Before you can connect an Excel or Word template to the Siebel Enterprise Application Integration
(EAI) component, you must make sure that the following conditions are met:
Siebel Enterprise Server is running
Siebel Server or Siebel Gateway Server is running
Siebel EAI component group is enabled
Siebel Workflow Management component group is enabled
The object manager for the Siebel application with which you want to use the Excel or Word
template is running
Seed data for inbound Web services is available
The Excel or Word template is available
Process of Configuring Excel Web

Service
To configure the Excel Web service, you must perform the following tasks:
1 Downloading the Template for the Excel Web Service on page 306

Web Services Downloading the Template for the Excel Web Service
2 Connecting the Excel Template to Siebel EAI on page 306
Downloading the Template for the Excel

Web Service
The Excel workbook template that is provided as seed data with Siebel Business Applications contains
a toolbar and macros that you can use to work with data from your Siebel database in Excel.
For more information about how to download the Excel template, see Seed Data for Excel and Word
Web Services on page 305. If you want help with customizing a template to your requirements,
contact your Oracle sales representative for Oracle Advanced Customer Services to request
assistance from Oracle's Application Expert Services.
Connecting the Excel Template to Siebel

EAI
Before you can connect an Excel template to the Siebel Enterprise Application Integration (EAI)
component, you must make sure that particular conditions are met. For more information about
these prerequisites, see Prerequisites for Connecting Templates to Siebel EAI on page 305.
This task is a step in Process of Configuring Excel Web Service on page 305.
To connect an Excel template to Siebel EAI

1 In Excel, open the workbook template.
2 Choose File > Properties.
3 Click the Custom tab.

4 Create custom properties with values as shown in the following table:
Custom Property Value
SFAServer ServerName/eai_language, where

ServerName is the name of your server, and
language is the language of the object
manager.
SFAProtocol http
SFAPort port_number, where port_number is the

number of the port you want to use.
5 Save the workbook template.

Web Services Using the Excel Web Service
Using the Excel Web Service

You can use the Excel Web service to create Siebel reports in Excel. You perform the following actions
to create the query to run for the report:
Log in to the Siebel database.
Select the business component on which you want to run the report.
Specify conditions to apply to the data.
Select the fields you require.
When you run the report, the report output is inserted into the workbook as a new worksheet. You
can add multiple Siebel reports to your Excel workbook.
After you create your Siebel reports, you can run all of the reports again. When you do this, you
refresh the content of each of the worksheets in your workbook.
NOTE: After you log in to the Siebel database in this process, your session might time out. If this
occurs, you must log in again.
To create Siebel reports in Excel

1 In Excel, create a new workbook based on the workbook template.
2 Click the Configure Siebel Report button.
3 Enter your Siebel username and password, then click Login.
4 Select the type of records you require from the Select Record Type drop-down list on the
Configure Reports dialog box.
5 Select the type of report you require from the Available Reports list, then click the Run Report
button.
Alternatively, to create a new report perform the following steps:
a Click the New Report button.

b Specify any filters that you want to apply to the data on the Filters tab of the Define Report dialog
box.
c Click the Fields tab, then use the dialog to specify the fields that you want to include in the report.
d Click OK.
e Type a name for the report on the Save Report As dialog, then click Save.
f Select the new report on the Configure Reports dialog box, then click the Run Report button.
The report data is inserted into the workbook as a new worksheet with the name of the report.
To update Siebel reports in Excel

1 In Excel, open the workbook that contains the Siebel reports that you want to update.
2 Click the Refresh Siebel Report button.

Web Services Process of Configuring Word Web Service
Each report in your workbook is run again, and the data in each worksheet is updated.
Process of Configuring Word Web

Service
To configure the Word Web service, perform the following tasks:
1 Downloading the Template for the Word Web Service on page 308
2 Connecting the Word Template to Siebel EAI on page 308
Downloading the Template for the Word

Web Service
The Word document template that is provided as seed data with Siebel Business Applications
contains a toolbar and macros that you can use to work with data from your Siebel database in Word.
For more information about how to download the Word template, see Seed Data for Excel and Word
Web Services on page 305. If you want help with customizing a template to your requirements,
contact your Oracle sales representative for Oracle Advanced Customer Services to request
assistance from Oracle's Application Expert Services.
Connecting the Word Template to Siebel

EAI
Before you can connect a Word template to the Siebel Enterprise Application Integration (EAI)
component, you must make sure that particular conditions are met. For more information about
these prerequisites, see Prerequisites for Connecting Templates to Siebel EAI on page 305.
This task is a step in Process of Configuring Word Web Service on page 308.
To connect the Word template to Siebel EAI

1 In Word, open the document template.
2 Choose File > Properties.
3 Click the Custom tab.

Web Services Process of Using Word Web Service to Perform a Mail Merge
4 Create custom properties with values as shown in the following table:
Custom Property Value
SFAServer ServerName/eai_language, where

ServerName is the name of your server, and
language is the language of the object
manager.
Include the DNS name of the server. For

example, if your server name is abcdef, and
your domain name is corp.xyz.com, type
abcdef.corp.xyz.com in this field.
SFAProtocol http or https
SFAPort port_number, where port_number is the

number of the port you want to use.
Typically, this number is 80.
5 Save the document template.
6 In your Siebel application, click the Generate WSDL button.
7 Generate a proxy class from the WSDL.
For more information about how to publish Web services and generate WSDLs, see Integration
Platform Technologies: Siebel Enterprise Application Integration.
Process of Using Word Web Service to

Perform a Mail Merge
To use the Word Web service to perform a mail merge with data from the Siebel database, perform
the following tasks:
1 Getting the Data for a Mail Merge From the Siebel Database on page 310
2 Refining Recipients for a Mail Merge on page 310
3 Refining the Message for a Mail Merge on page 311
4 Previewing Messages for a Mail Merge on page 311
5 Printing or Sending Mail Merge Messages on page 312
6 Logging Messages as a Siebel Activity on page 312
NOTE: After you log in to the Siebel database in this process, your session might time out. If this
occurs, you must log in again.

Web Services Getting the Data for a Mail Merge From the Siebel Database
Getting the Data for a Mail Merge From

the Siebel Database
You can use the Word Web service to get contact information for a mail merge from your Siebel
database. You perform the following actions to create the query to run:
Select the business component from which you want contact information.
Specify conditions to apply to the contact records. You can specify up to six conditions.
Select the fields you require from the contact records. You can specify up to 40 fields.
When you run the query, the output is saved in a local area as the data source for your mail merge.
This task is a step in Process of Using Word Web Service to Perform a Mail Merge on page 309.
To get contact data from the Siebel database

1 In Word, open the document template.
2 Click the Get Siebel Data button, then select the type of information you want to include in mail
merge. Select one of the following options:
Account
Contacts
Opportunity
Service Request
Alternatively, if you have saved contact data previously, choose Use Saved List and select the list
you require.

4 Specify any conditions that you want to apply to the data on the Filters tab of the Define List
dialog box.
5 Click the Fields tab, then use the dialog to specify the fields that you want to include in the report.
6 Click OK.
Refining Recipients for a Mail Merge

After you save the contact data, you can review the list of recipients for your mail merge, and make
modifications to the list if required.
To modify recipients
1 Open the Word document to which you added a data source in Getting the Data for a Mail Merge
From the Siebel Database on page 310.

Web Services Refining the Message for a Mail Merge
2 Click the Refine Recipients button.
3 Use the Mail Merge Recipients dialog to make modifications to the list of mail merge recipients.
4 Click OK.
The changes to the list of contacts are saved in the data source.
Refining the Message for a Mail Merge

After you modify the list of contacts for your mail merge, you can modify the message. You can add
fields from the data source to the message.
To modify the message

1 Open the Word document with which you associated contact data in Getting the Data for a Mail
Merge From the Siebel Database on page 310.
2 To insert a data field from the data source, perform the following steps:
a Position the cursor where you want the data field to appear in the message.
b Click the Refine Message button, then select Insert Siebel Field from the menu.
c Select the field that you want to insert from the submenu.
The data fields are added to the message as fields, and are not populated with data from the
data source yet.
3 To insert text from the Word AutoText feature, perform the following steps:
a Position the cursor where you want the AutoText item to appear in the message.
b Click the Refine Message button, then select AutoText from the menu.
c Select the AutoText item that you want to insert from the submenu.
4 Click the Save toolbar button to save the document.
Previewing Messages for a Mail Merge

After you specify the data fields to include in the mail merge message, you can preview your mail
merge messages with the data fields populated with data from the Siebel database.
To preview messages
2 Click the Preview button.

Web Services Printing or Sending Mail Merge Messages
3 Use the First Record, Last Record, Previous Record, and Next Record buttons to preview your mail
merge messages.
Printing or Sending Mail Merge

Messages
After you preview your mail merge messages, you can merge all of the messages to one Word
document, send all of the messages to a printer, or send all of the messages as email messages.
To print or send messages

2 Click the Print or Send Message button, then select one of the following menu items:
Menu Item Description
Merge to Document Merges all records from the data source, and adds each merged
document into one Word document.
Merge to Printer Merges all records from the data source, and prints each document.
Send as Email Merges all records from the data source, and emails each document to
an address specified in the data source. Use the Merge to E-mail dialog
box to specify the field where the email address is stored in the data
source, and other details of the email message.
Logging Messages as a Siebel Activity

After you send the mail merge to the contacts in the data source, you might want to log an activity
record in your Siebel database to record the activity.
To log messages as a Siebel activity

2 Click the Log as Siebel Activity button.

Web Services Logging Messages as a Siebel Activity
3 Complete the fields in the Log as Siebel Activity dialog box.
Field Maps to Siebel Activity Field
Date Start Date
Description Comments
Priority Priority
Status Status
Subject Description
Type Type
4 Click Save.
An activity record for the communication event is created in the Siebel database for each
recipient or contact. The record contains the message to the recipient or contact, with the
merged fields relevant to the recipient or contact.

Web Services Logging Messages as a Siebel Activity

26 Accounts
This chapter covers how to work with accounts in Siebel applications. It includes the following topics:
About Accounts on page 315
Scenario for Accounts in Siebel Sales on page 315
Scenario for Accounts in Siebel Call Center on page 316
Creating an Account on page 316
Associating a Contact with an Account on page 319

Associating an Activity with an Account on page 319
Associating an Opportunity with an Account on page 320
Assessing an Account on page 320
Synchronizing Account Information with External Systems on page 321
Viewing Account Credit Profiles on page 321
About Accounts
An account is a business external to your company. An account represents a current or potential
client, a business partner, or a competitor.
In Siebel applications, you work with accounts through the Accounts screen. Sales representatives
use the Accounts screen and the associated views as the primary navigation tool for customer
interactions. Call center agents use the Accounts screen to record information about companies and
other organizations that interact with your company.
If your organization serves mostly businesses, the Accounts screen is a good screen to use when
answering general inbound phone calls. If your organization serves mostly individual consumers, or
if you are answering inbound calls related to a marketing campaign, the Contacts screen is a better
screen to use when answering inbound calls.
Scenario for Accounts in Siebel Sales

This scenario provides an example of the business process performed by a sales representative
managing new and existing accounts. Your company may follow a different process according to its
At a vendor site, a sales representative meets a prospect. After a brief discussion, the sales
representative determines that the prospect is interested in learning more about the products and
services that the sales representatives company sells. The sales representative sets up a sales call
with the prospect.

Accounts Scenario for Accounts in Siebel Call Center
During the sales call, the sales representative asks a number of questions to determine the account
structure of the prospects business and to decide how best to meet the prospects needs.
The sales representative learns that the prospects business has four locations, and that each service
is billed through the main office, and each location receives a billing statement.
After the meeting, the sales representative returns to the office and begins creating the account
structure for the prospects business.
Scenario for Accounts in Siebel Call

Center
The Accounts screen and views often provide the central navigation point to help call center agents
research customers and respond to inbound calls. The type of call determines which view is used by
the agent in the application. The following scenarios provide examples of how the Accounts screen
is used:
The call center agent needs to see the existing account information, including the products
owned by the account, to assist a caller with a service request or to follow up on a service
request.
A caller contacts the call center in response to a sales campaign. Assuming the caller is unknown,
the call center agent creates a new account. First, the agent records the account name, address,
and other important information. Then, the agent adds a contact or enters other information
about the new account. Finally, the agent associates the contact with the campaign that resulted
in the call.
A call center agent wants to enter information about a prospective account. For example, the
agent might call a prospective customer to find out if the customer located requested information
on the companys Web site, and whether the customer requires any additional information. The
agent adds notes that can be used by a sales representative or schedules follow-up activities to
help manage the account relationship.
Creating an Account
After you identify a business relationship, you add an account to your Siebel application. As the
business relationship develops, you can update the account to track important details, such as
individual contacts, opportunities, and service requests.
Before you add a new account, search the accounts list to make sure that the account does not
already exist.
To create an account
1 Navigate to the Accounts screen > Accounts List view.
2 In the Accounts List, create a new record, and complete the necessary fields.

Accounts Creating an Account
3 Drill down on the record and click the view tabs to complete more fields.
Field Comments
Account Name A required value that identifies the account.
Account Team Employees assigned to work with this account. If a call center user
is not a member of the Account Team, that user will not receive
information about this account during the Mobile Web Client
synchronization.
Account Type A list of values established by your company defines the type of
account. Default values include Commercial, Competitor, Consultant,
and Customer.
Address First line of account address. This value appears in some Contacts
screen views, as well as Account screen views, for contacts that are
associated with this account.
Address Line 2 Second line of account address. This value appears in some Contacts
screen views, as well as Account screen views, for contacts that are
associated with this account.
Assignment Area Code Displays an area code for the account. This indicates that a sales
representative from the same area code should be assigned to the
account.
Assignment Country Displays a country code for the account. This indicates that a sales
Code representative from the same country code should be assigned to the
account.
Competitor A check box which, when selected, indicates the account is a

competitor.
Current Volume Displays a monetary amount that represents the accounts current
sales volume.
Disable Cleansing A check box which, when selected, does not allow data cleansing.
Domestic Ultimate Displays the D-U-N-S number for the domestic ultimate, which is the
DUNS highest member in the hierarchy for the same business entity within
the same country. A case can be its own domestic ultimate.
DUNS# The Data Universal Numbering System (D-U-N-S) numeric serial

number for a company. The D-U-N-S number is unique for each
company.
Expertise A list of values established by your company that defines the area of
expertise for the account. Default values include Technology, Quality
Control, and Client Management.
Global Owner Displays the ID of the team member who is the global account owner.
In cases of multi-national or global companies, this designates one
main account team member to oversee the account.

Accounts Creating an Account
Field Comments
Global Ultimate DUNS Displays the D-U-N-S number for the global ultimate, which is the
highest member in the hierarchy for the same business entity
worldwide.
Industries Types of business engaged in by the account.
Inventory Location Displays the physical location of the inventory.
Location Type Type of facility operated by the account at the specified site.
Lock Assignment A check box which, when selected, locks the sales team assignment
from reassignment by Siebel Assignment Manager.
Organization Displays the name of the organization with which the account is
associated in your Siebel application.
Parent Displays a parent account if the account is a subsidiary of a larger

company.
Parent/HQ DUNS D&B number for the account's parent account.
Parent Site Location of the company of which the account is a subsidiary.
Partner A check box which, when selected, indicates the account is a

business partner.
PO Approved A check box which, when selected, indicates the Purchase Order (PO)
has been approved.
PO Auto-Approval Limit The amount for which a Purchase Order can be automatically
approved.
Potential Volume Displays a monetary amount that represents the accounts potential
sales volume.
Price List Displays a price list associated with the account. Your application
administrator establishes price lists based on criteria defined by your
company.
Reference A check box which when selected indicates the account offers a
reference for your companys products or services.
Reference Date Displays the date when the account first became a reference.
Shipping Info A text field for additional shipping details.
Shipping Terms A list of values established by your company that defines the terms
for shipping. Default values include Due, FOB, TBD, and No Charge.
Site Location of the account.
Stage A list of values established by your company that defines the account
stage according to your sales or other methodology. Default values
include Project Planning and Strategy, Analysis and Design, Testing
and Production Pilot, Rollout, and On Hold.

Accounts Associating a Contact with an Account
Field Comments
Status A list of values established by your company that defines the account
status. Default values include Active, Contract Pending, Gold, and
Inactive.
Synonyms Displays a synonym for the account.
Text field for alternate names for the account. For example, an
account record for International Business Machines might have IBM
as an entry in the Synonym field. Helpful when querying or when
using Siebel Data Quality.
Territory Sales territory associated with the account.
URL Displays the Universal Resource Locator (URL) for the account Web
site.
NOTE: When a company changes names or merges with another company, you must transfer
account names and contacts to the new account name. Contact your implementation team for more
information on how to rename an account. For help renaming an account, create a service request
(SR) on OracleMetaLink 3.
Associating a Contact with an Account

As you work with a prospective account, you develop business relationships with the contacts
associated with an account.
Contacts can belong to multiple accounts, only one of which can be the primary account. Deleting a
contact record in the Accounts screens Contacts view only removes the contacts association with
the account. The original contact record is still available in the Contacts list.
To associate a contact with an account

2 In the Accounts list, drill down on the account, and then click the Contacts view tab.
3 In the Contacts list, click Add.
4 In the Add Contacts dialog box, select the contact to add, and then click OK.
Associating an Activity with an Account

An activity is a task or event that is generally, but not always, performed for a contact, an account,
or an opportunity. You will most likely attend meetings, calls, presentations, and perform other
activities associated with an account. You can use the Activities list to enter and track account-
related activities. If the activity has a time associated with it, the activity appears in the Activities
list and Calendar.

Accounts Associating an Opportunity with an Account
An account can have a number of activities associated with it. You can associate an activity with an
account to track which activities you have completed and track those you want to accomplish in the
future as you manage the account relationship.
To associate an activity with an account

2 In the Accounts list, drill down on the account associated with the activity, and then click the
Activities view tab.
3 In the Activities list, select the record to associate with the account. For information on how to
add an activity, see Creating Activities (End User) on page 175.
Associating an Opportunity with an

Account
Accounts are a source of business for your company. An opportunity is a potential revenue-
generating event and the opportunity record stores information that you can use to manage
accounts.
To associate an opportunity with an account

2 In the Accounts list, drill down on the account.
3 Click the Opportunities view tab.
4 In the Opportunities list, select the record to associate with the account.
For information on how to add an opportunity, see Creating an Opportunity on page 346.
Assessing an Account
You can use assessments to compare accounts with one another, compare them with a model, or to
determine what information is present or not for an account. To perform the assessment, you enter
values for the assessment attributes. The application calculates a composite assessment value for
the account. For information about how to perform an assessment, see Performing an Assessment
(User) on page 194.

Accounts Synchronizing Account Information with External Systems
Synchronizing Account Information with

External Systems
The Application Services Interface (ASI) feature allows you to synchronize the account data between
a Siebel application and an external system in real time. This feature enables you to maintain
consistent account information across your enterprise, and to eliminate manual entry of data in
multiple systems.
If your Siebel administrator has set up real-time account integration between a Siebel application
and another system, you can use the Update External System command to send new and modified
account information from the application to the other system in real time. For more information
about ASI, see Siebel Application Services Interface Reference and Chapter 24, Integration Using
ASIs.
If an account has associated contacts, you must synchronize the contacts with the external system
separately. For more information, see Synchronizing Contact Information with External Systems on
page 285.
To synchronize account information with an external system

1 Navigate to Accounts > Accounts List.
2 In the Accounts list, select an account record.
To create a new account record, see Creating an Account on page 316.
3 In the Accounts list, click the menu button, and then choose Update External System.
Viewing Account Credit Profiles

If your organization uses back-office software or another external credit management system to
store customer credit information, you can use the Credit Profile read-only view to get the most
current account credit profile information.
The Accounts screens Credit Profile view allows you to improve employee productivity by providing
visibility to complete customer information within your Siebel application, and streamlines the quote-
to-cash process by allowing the sales professional to identify potential credit problem early.
This procedure assumes that your Siebel administrator has completed the work necessary to allow
real-time account integration through Application Service Interfaces (ASI). For information about
how to set up the Web services administration to communicate with the external system, ASI
structures, configuring and customizing the ASI, see Application Services Interface Reference and
Chapter 24, Integration Using ASIs.
To view account credit profile information

1 Navigate to Accounts > Accounts List > Credit Profile.

Accounts Viewing Account Credit Profiles
2 Query the Account Name field for the account whose credit profile you want to view, and then
click the Credit Profile view tab.
The Credit Profile form appears and includes information on credit status, risk category, credit
limit, and so on.
Fields in this form are read-only, except for Skip Credit Check and Credit Auto Approval Limit.
For more information on how to use these fields, see Siebel Order Management Guide.
3 Click Refresh to update the information in the Credit Profile form.

27 Global Accounts
This chapter describes the administration and management tasks associated with Siebel Global
Accounts. It includes the following topics:
About Global Accounts on page 323
Scenario for Using and Administering Global Accounts on page 324
Process for Using and Administering Global Accounts on page 325
Generating a Default Hierarchy on page 325
Creating a Custom Hierarchy on page 327
Assigning a Custom Hierarchy to an Organization on page 328
Updating a Custom Hierarchy on page 328
Updating a Custom Hierarchy by Processing Deleted Records on page 330
Configuring Error Log Files for Hierarchy Changes on page 330
Adding Business Objects to the Global Accounts Hierarchy View on page 331
Viewing Global Accounts (User) on page 334
About Global Accounts

Siebel Global Accounts is a module that provides sales professionals with global account-level
visibility into the interactions that the companys sales organization and partners sales organizations
have had with the account. Users can view all accounts, opportunities, activities, contacts, and
account team members across the account hierarchy on one screen, allowing sales professionals to
build a deep understanding of target accounts.
Global Account hierarchies are not provided preconfigured with your Siebel Business Application.
They must be set up by an administrator. There are two kinds of account hierarchies that can be set
up by the administrator:
Default. This type of account hierarchy is based solely on the accounts Parent fields. This
account hierarchy is self-maintaining in that whenever the Parent field of any account is updated,
the default hierarchy is also updated. Once set up, the default hierarchy is applied to all
organizations that do not already have an organization.
Custom. This type of hierarchy is created by the administrator, either by modifying the default
hierarchy or from the beginning. Once set up, this hierarchy is independent of the accounts
Parent fields, and as such must be updated by the administrator when changes occur.

Global Accounts Scenario for Using and Administering Global Accounts
Scenario for Using and Administering

Global Accounts
This scenario provides an example of a process flow performed by the accounts administrator. Your
company may follow a different process flow according to its business requirements.
A midsized company, Corp 123, wants to view consolidated data at the global account level. This
company has two organizations set up in its Siebel application: a sales organization and a financial
organization. The accounts administrator sets up two account hierarchies, one for each organization.
These hierarchies allow end users to view the opportunities and contact information associated with
parent accounts.
The sales organization uses the default hierarchy, which is based on the Parent account field. For
various reasons, the financial organization requires a modified version of the account hierarchy. One
of these reasons is that some accounts billing structures are different from the accounts purchasing
structures. For example, in the case of XYZ Inc. there are four XYZ accounts who are customers of
Corp 123: the XYZ Holding company, two regional subsidiaries, and a financial company. The 123
sales organization wants to view the account hierarchy where all accounts report to the parent
holding company. Because all account billing for the XYZ companies is funneled through XYZ
Financial, Corp 123s financial organization wants to view the account hierarchy where all accounts
report to the XYZ Financial. Figure 15 shows the two hierarchies.
Figure 15. Examples of Account Hierarchies
The default hierarchy used by the sales organization updates automatically when new accounts are
added or Parent fields are changed. However, the accounts administrator updates the finance
hierarchy on a weekly basis as new accounts are added and the structure of existing accounts
changes.
The global accounts manager wants to review all opportunities at Corp 123. The global accounts
manager navigates to the Accounts screen, and selects the Global Accounts view tab. In this view,
the manager can see the opportunities for Corp 123.
The global accounts manager can use the Enterprise Selling process (ESP) module to develop global
account strategies. See Chapter 37, Enterprise Selling Process for a discussion of how to use ESP
with global accounts.

Global Accounts Process for Using and Administering Global Accounts
Process for Using and Administering

Global Accounts
The process flow for global accounts administration requires several tasks. Carry out these tasks in
the following order:
1 Generating a Default Hierarchy on page 325
2 Creating a Custom Hierarchy on page 327
3 Assigning a Custom Hierarchy to an Organization on page 328
4 Updating a Custom Hierarchy on page 328
5 Updating a Custom Hierarchy by Processing Deleted Records on page 330
6 Configuring Error Log Files for Hierarchy Changes on page 330
7 Viewing Global Accounts (User) on page 334
Generating a Default Hierarchy

Follow this procedure to set up a default hierarchy. Once generated, this default hierarchy is
automatically assigned to organizations without an account hierarchy.
NOTE: Only use the Generate Hierarchy function for hierarchy structures with a small number of
accounts, preferably fewer than 100,000.
To change the account hierarchy assigned to an organization, see Assigning a Custom Hierarchy to
an Organization on page 328.
To create a default hierarchy

1 Navigate to the Accounts screen > Global Accounts Administration view.

Global Accounts Generating a Default Hierarchy
2 In the Account Hierarchy list, click Generate Hierarchy.
You can see error log data after you click Generate Hierarchy if an administrator configures this
error log file. For more information, see Configuring Error Log Files for Hierarchy Changes on
page 330
A new account hierarchy is created.
Field Comments
Name A default name is generated based on your user ID and the date.
Default Select so that the account hierarchy is the default. The default hierarchy is
assigned to all organizations without an account hierarchy and is updated
when new Parent fields on the account records are added or modified.
TIP: If the generated hierarchy does not appear in the Account Relationships lists, refresh the
view by navigating to a different view and then returning to the Global Accounts view.
3 In the Account Relationships list, review the hierarchy records.
NOTE: If end users are using the application when you generate the account hierarchy, they
must log off and log on again to see the default account hierarchy in the rollup views.
To add the Generate Hierarchy business service to a batch workflow policy

1 In Siebel Tools, create a workflow policy.
2 Configure the workflow policy to call the Generate Hierarchy business service.
3 Use the Workflow Process simulator to test that the workflow process works correctly.
4 Set the status of the workflow process to Active in the Workflow Deployment View.
For information about how to create and configure a workflow policy, use the Workflow Process
Simulator, and set the status of a workflow process, see Siebel Business Process Framework:
Workflow Guide.
NOTE: If you create the business service in Siebel Tools, and compile the business service into
the SRF file, make sure that you copy the SRF file to the objects\lang directory.
5 Execute the workflow policy as a batch component in the Siebel application, as follows:
a Navigate to the Administration - Server Management screen > Jobs view.
b In the Jobs view, create a new job with a Component/Job value of Workflow Process Manager.
c In the Job Parameters form, add a parameter for the new job with the following details:
Field Description
Hierarchy Name Enter the value: Workflow Process Name.
Value Enter the name of the workflow policy you created in Step 1.

Global Accounts Creating a Custom Hierarchy
d In the Job Detail form, enter the time and date when you want the job to start in the Scheduled
Start field.
e In the Jobs view, click Submit Job.
The job starts automatically at the scheduled time, and a Task ID is generated for the job.
f To track the execution of the task, in the Jobs view, select the job with the Task ID that you want
to track, then click Tasks in the link bar.
You can view the details of the task in the Tasks view and subviews.
Enabling Users to Add Accounts With No Parent to the

Default Hierarchy
If your users need to add accounts that have no parent account to the default hierarchy, follow this
procedure.
To enable users to add accounts with no parent account to the default hierarchy
2 Select the Dynamic Hierarchy Direct Relationship business component.
3 Set the value of the DynHierarchy LoadAllAccounts user property to Y.
4 Select the Account business component, then select the Parent Account Id field.
5 Set the value of the ForceActive property for the Parent Account Id field to TRUE.
6 Compile the Siebel repository file.
7 Copy the Siebel repository file to your Siebel installation.
Creating a Custom Hierarchy

You can create a custom hierarchy by generating a hierarchy as described in the preceding section
or by starting from the beginning and creating a series of new records in the Account Relationships
list.
To create a custom hierarchy

1 Navigate to the Accounts screen > Global Accounts Administration view.
2 In the Account hierarchy list, create a new record, and complete the necessary fields. Do not
check Default.
3 In the Account Relationships list:
a Create new records for each of the top level parent accounts. Leave the Parent Account field
blank for each of these.

Global Accounts Assigning a Custom Hierarchy to an Organization
b Create new records for the child accounts, entering the Parent Account for each.
To create a custom hierarchy based on the default hierarchy

1 Create an account hierarchy as described in To create a default hierarchy on page 325.
2 Select the account hierarchy record and make sure that the Default field is not selected.
3 In the Account Relationships list, edit the Parent Account field for existing accounts and create
new relationship records as required.
Accounts without Parent Accounts are at the top of the hierarchy and must be entered before
their child records can be completed.
Assigning a Custom Hierarchy to an

Organization
An organization uses the default hierarchy unless a custom hierarchy has been assigned to it.
To assign a custom hierarchy to an organization

1 Navigate to the Administration - Group screen > Organizations view.
2 Select the organization whose account hierarchy you want to change.
3 In the form in the lower part of the page, in the Account Hierarchy field, select the custom
hierarchy that you want the organization to use when viewing global accounts.
Updating a Custom Hierarchy

Custom hierarchies are static and must be updated by the administrator. There are two approaches
to updating an account hierarchy:
Edit the account relationships in the current hierarchy.
Update the hierarchy to the default (parent account) hierarchy, and then edit the account
relationships in the hierarchy.
To update a custom hierarchy

1 Navigate to Accounts screen > Global Accounts Administration view.
2 Select the account hierarchy record.
3 Do one of the following:
In the Account Relationships list, edit the Parent Account fields for existing accounts and
create new relationship records as required.

Global Accounts Updating a Custom Hierarchy
In the Account Hierarchy list, click Update Hierarchy to return the hierarchy to the default.
Then, in the Account Relationships list, edit the Parent Account fields for existing accounts,
and create new relationship records as required.
You can see error log data after you click Update Hierarchy if an administrator configures this error
log file. For more information, see Configuring Error Log Files for Hierarchy Changes on page 330.
To add the Hierarchy Update business service to a batch workflow policy

1 In Siebel Tools, create a workflow policy.
2 Configure the workflow policy to call the Update Hierarchy business service.
3 Use the Workflow Process simulator to test that the workflow process functions correctly.
4 Set the status of the workflow process to Active in Workflow Deployment View.
For information about how to create and configure a workflow policy, use the Workflow Process
Simulator, and set the status of a workflow process, see Siebel Business Process Framework:
Workflow Guide.
NOTE: If you create the business service in Siebel Tools, and compile the business service into
the SRF file, make sure that you copy the SRF file to the objects\lang directory.
5 Execute the workflow policy as a batch component in the Siebel application, as follows:
a Navigate to the Administration - Server Management screen > Jobs view.
b In the Jobs view, create a new job with a Component/Job value of Workflow Process Manager.
c In the Job Parameters list, add a parameter for the new job with the following details:
Field Description
Name Enter the value Workflow Process Name.
Value Enter the name of the workflow policy you created in Step 1.
d In the Job Detail form, enter the time and date when you want the job to start in the Scheduled
Start field.
e In the Jobs view, click Submit Job.
The job starts automatically at the scheduled time, and a Task ID is generated for the job.
f To track the execution of the task, in the Jobs view, select the job with the Task ID that you want
to track, then click Tasks in the link bar.
You can view the details of the task in the Tasks view and subviews.

Global Accounts Updating a Custom Hierarchy by Processing Deleted Records
Updating a Custom Hierarchy by

Processing Deleted Records
When you perform the update hierarchy procedure, the records that are deleted using Enterprise
Integration Manager (EIM) are not processed. This procedure results in some records not having a
parent record. To delete these records, update the custom hierarchy by processing the deleted
records.
The Update Hierarchy function updates only the denormalized table S_DYNHR_RPT_REL, based on
the new entries in the relationship table S_DYN_HRCHY_REL. This function does not affect the user
interface; the function affects only the data processing.
The prerequisite for updating the hierarchy with deleted records is to configure the Update with
Deletion button in Siebel Tools. See Configuring Siebel Business Applications for information about
configuring a button control.
To configure the Update with Deletion button

1 In Siebel Tools, click Applet in the Object Explorer, select Dynamic Hierarchy Admin List Applet,
and lock the object so that you can change it.
2 In the Object Explorer, navigate to Applet > Applet User Prop.
3 In the Applet User Properties list, create a new record with a Name field of CanInvokeMethod:
UpdateHierarchyWithDeletion and a Value field of Y.
4 Compile the object for your changes into the Siebel Repository File (SRF).
5 Unlock the object.
To update a custom hierarchy

1 Navigate to Accounts screen > Global Accounts Administration view.
2 Select the account relationships record that you want to update.
3 Click Update Hierarchy with Deletion.
You can see error log data after you click Update Hierarchy with Deletion if an administrator
configures this error log file. For more information, see Configuring Error Log Files for Hierarchy
Changes on page 330
Configuring Error Log Files for Hierarchy

Changes
A user can see error log data after clicking the Generate Hierarchy button, the Update Hierarchy
button, and the Update Hierarchy with Deletion button if an administrator configures error log files
for these hierarchy changes.

Global Accounts Adding Business Objects to the Global Accounts Hierarchy View
To configure error log files for hierarchy changes

1 Navigate to the Administration - Server Configuration screen > Servers view.
2 In the Components view, select the Sales Object Manager (ENU) component.
3 In the Events view, change the Log Level field to 5 for the following Event Type records:
Generate Hierarchy Event Logging
Update Hierarchy Event Logging
Update Hierarchy With Deletion Event Logging
Adding Business Objects to the Global

Accounts Hierarchy View
Users often want additional business objects to appear in the hierarchy. The business objects already
exist, such as forecasts, revenues, and service requests. Administrators must configure these
business objects for the hierarchy using Siebel Tools. Users then change their preferences to view
the objects in their hierarchies.
To add a new node to the hierarchy tree

1 Navigate to the Administration - Data screen > List of Values view.
2 Query for records in which the Type field is GLOBACC_USERPREF.
3 Create a new record with a Type field of GLOBACC_USERPREF, a Display Value field for the name
of the object (for example, Forecasts or Revenues), and a Language Name field of the language
of the object in the tree.
NOTE: You can verify that you correctly added the new node by navigating to the User Preferences
screen > Global Accounts view. The new node must appear in the list of global account tree objects.
Complete the following procedure to configure the tree node.
To configure the tree node

1 In Siebel Tools, navigate to Business Component in Object Explorer, select the business
component for the node that you want to add to the tree, lock the project for that business
component, and then copy and rename that business component.
For example, copy the Service Request business component and rename the copied business
component Global Account Service Request.
2 Configure the join, field, and user properties records for the new business component:
NOTE: You can model the join, field, and user properties records of the new business component
after comparable records in the Global Account Opportunity business component.
a Navigate to Business Component > Join:

Add a join record with an Alias field of DynHierarchy Visibility Position and a Table field
of S_ACCNT_POSTN. Select the Outer Join Flag for the new record.
Add a join record with an Alias field of DynHierarchy Visibility Organization and a Table
field of S_ORG_BU. Select the Outer Join Flag field the new record.
b Navigate to Business Component > Field:
Add a field record with a Name field of Dynamic Hierarchy ID, a Join field of
S_DYNHR_RPT_REL, and a Column field of DYN_HRCHY_ID.
Add a field record with a Name field of DynHierarchy Visibility Position ID, a Join field of
DynHierarchy Visibility Position, and a Column field of POSITION_ID.
Add a field record with a Name field of DynHierarchy Visibility Organization ID, a Join field
of DynHierarchy Visibility Organization, and a Column field of BU_ID.
c Navigate to Business Component > Business Component User Prop:
Add a user property record with a Name field of DynHierarchy Hierarchy ID Field and a
Value field of DynHierarchy Hierarchy ID.
Add a user property record with a Name field of DynHierarchy Visibility Position ID Field
and a Value field of DynHierarchy Visibility Position ID.
Add a user property record with a Name field of DynHierarchy Visibility Organization ID
Field and a Value field of DynHierarchy Visibility Organization ID.
3 Navigate to Link, select the Global Account/Opportunity link, lock the project for that link, and
then copy and rename that link 3 times:
a For the first copy, change the Name field to Global Account/<name of the business component
that you copied in Step 1>, and select this business component name in the Child Business
Component field.
For example, change the Name field to Global Account/Service Request, and select Service
Request in the Child Business Component field.
b For the second copy, change the Name field to Global Account/<the name of the business
component that you created in Step 1> (Hierarchy Denorm), and select this business component
in the Child Business Component field.
For example, change the Name field to Global Account/Global Account Service Request
(Hierarch Denorm), and select Global Account Service Request in the Child Business
Component field.
c For the third copy, change the Name field to Global Account/<the name of the business
component that you created in Step 1>, and select this business component name in the Child
Business Component field.
For example, change the Name field to Global Account/Global Account Service Request, and
select Global Account Service Request in the Child Business Component field.
4 Navigate to Business Object, select the Global Account Hierarchy business object, navigate to
Business Object > Business Object Component:

a Add a business object component record with a Bus Comp field of the name of the business
component that you copied in Step 1 and a Link field of the link that you created in Step 3 part a.
For example, add a business component record with a Bus Comp field of Service Request and
a Link field of Global Account/Service Request.
b Add a business object component record with a Bus Comp field of the name of the business
component that you created in Step 1 and a Link field of the link that you created in Step 3 part
b.
For example, add a business component record with a Bus Comp field of Global Account
Service Request and a Link field of Global Account/Global Account Service Request (Hierarchy
Denorm).
5 Create in UI objects, such as applets, views, and screen views, and then add those objects to
the application.
For more information, see Configuring Siebel Business Applications.
6 Navigate to Applet, select the Global Accounts Hierarchy Tree Applet, navigate to Applet > Tree
> Tree Node, select the Opportunity Node, and then copy and rename that node.
For example, rename the copied node Service Requests Node.
7 Configure the new node:
a In the Applet field, select the list applet for the name of the business component that you created
in Step 1.
b In the Business Component field, select the name of the business component that you created
in Step 1.
c In the Display Name field, change the display name for the node.
NOTE: The display name must be the same as the LOV name for the node.
d In the HTML Closed Bitmap field and the HTML Open Bitmap field, select the appropriate values.
e In the Label Field field, select a label for the node.

f In the Position field, enter the next available position for the node.
8 Compile the objects for your changes into the Siebel Repository File (SRF).
9 Unlock the objects.
To verify the new node

1 Navigate to User Preferences screen > Global Accounts view.
2 If necessary, deselect the Hide column for the new object.
3 Navigate to the Account screen > Global Accounts Hierarchy view to see the new tree node.

Global Accounts Viewing Global Accounts (User)
Viewing Global Accounts (User)

Available as an option, Global Accounts allow users to see opportunities, activities, contacts, and
account team information for an account and its subsidiary accounts.
Global Accounts consist of a parent account, the child accounts, the child accounts children, and so
on. These hierarchies are determined in one of two ways:
Hierarchies are determined by the value in the parent field on the Account Record.
Hierarchies are determined by the administrator who creates custom hierarchies.
Global Accounts are created and maintained by the administrator. If an account has no child account
or the administrator has not defined a hierarchy for an account, then a message appears advising
you that the selected record is not included as part of your defined hierarchy. For more information
on how global-account hierarchies are created, see Creating a Custom Hierarchy on page 327.
To view global accounts information

1 Navigate to the Accounts screen > Global Accounts Hierarchy List view.
2 From the Show drop-down list, choose My Global Accounts.
Other Show drop-down list options include All Global Accounts, and All Global Accounts Across
Organizations.
Below the listing of the global accounts, the Global Accounts subviews appear with the explorer
on the left showing the hierarchy of the account, subaccounts, contacts, opportunities, activities,
and account team, and the list on the right showing the records associated with each subview.
NOTE: Navigate to the User Preferences screen > Global Accounts view, to hide objects or make
visible additional objects, such as service requests, quotes, orders, and assets.
Accounts Displayed in the Global Accounts Hierarchy List View

Depending on whether or not you define a hierarchy, different accounts are displayed in the Global
Accounts Hierarchy List view. This occurs because Siebel Business Applications use different SQL
code to generate the Global Accounts Hierarchy List view, depending on whether you define a
hierarchy.
If you define a global account hierarchy, the Global Accounts Hierarchy List view displays that
hierarchy. If you define a hierarchy and use EIM to import records, the accounts are not displayed
in the Global Accounts Hierarchy List view unless you update the global account hierarchy. To update
the global account hierarchy, select the account hierarchy record, then click Update Hierarchy.
If you do not define a global accounts hierarchy, the Global Accounts Hierarchy List view displays
the account hierarchy based on the Parent fields of the accounts. If you do not define a hierarchy
and use EIM to import records, the accounts are displayed in the Global Accounts Hierarchy List view
based on the Parent fields of the accounts.

28 Opportunity Workflows
The Opportunities screen allows you to manage and track information associated with a potential
revenue-generating event. Opportunity workflows allow managers to manage opportunities by
tracking potential high-income opportunities, informing managers about sales teams actions
regarding an opportunity, and notifying sales team when an opportunity meets a set of criteria.
This chapter covers setting up and managing opportunity workflows. It includes the following topics:
About Opportunity Workflows on page 335
Setting Up Opportunity Notification Workflows on page 336
Activating the Opportunity Notification Workflow Processes and Policies on page 337
Activating the Opportunity Notification Workflow Processes and Policies on page 337
Rerouting an Opportunity Using Workflows on page 339
Modifying Opportunity Workflows on page 339
Setting Up the Get Manager Email on page 340
About Opportunity Workflows

Opportunity workflows enhance lead routing and provide sales professionals with greater visibility
into their sales activities. These workflows are executed from the Opportunities screen. An
opportunity record describes important information about the opportunity such as the account,
potential revenue of the deal, the probability of closure, the lead status and sales stage, the sales
team primary, and the expected close date.
The predefined opportunity workflows allow you to use email to capture information related to the
opportunity and distribute timely notifications to key members of the sales team. These workflows
help improve the efficiency and effectiveness of the sales cycle while also providing sales
representatives and sales managers greater visibility into sales activities. The email notification
process is activated only if the opportunity has a possible revenue of more than $50,000.
The seven predefined opportunity workflows are:
Opportunity Assigned Notification Process
Opportunity Inactive Notification Process
Opportunity Lost Notification Process
Opportunity Pending Notification Process
Opportunity Won Notification Process
Create rerouted Oppty Activity
Get Manager Email

Opportunity Workflows Setting Up Opportunity Notification Workflows
You can use Audit Trail to track the changes that have been made to the opportunity records. For
more information about how to audit opportunities, see Chapter 6, Audit Trail. For information
about configuring, implementing, testing, and monitoring workflows, see Siebel Business Process
Setting Up Opportunity Notification

Workflows
Follow these steps to correctly set up the opportunity workflows:
In Siebel Tools, revise all Siebel workflows so that they are editable and have a status of In
Progress. All Siebel workflows are initially inactive and cannot be edited. Make any necessary
changes and activate the workflows. For more information about how to revise Siebel workflows,
see Siebel Business Process Framework: Workflow Guide.
Verify that the Workflow Server component and the Communication Manager component are
enabled and running. For detailed instructions, see the system requirements and supported
platform documentation for your Siebel application.
Create a communications profile called Opportunity Notification Profile for the Internet SMTP/
POP3 Server driver. Enter the appropriate values in the From Address and in the SMTP Server
parameter overrides for the profile. For more information about implementing and configuring
communications integrations for your Siebel applications, including creating profiles for the
Internet SMTP/POP3 Server driver, see Siebel Communications Server Administration Guide.
Set up and activate the workflows and policies.
Activate the opportunity workflow processes. See Activating the Opportunity Notification
Workflow Processes and Policies on page 337.
Modify Opportunity workflows, as necessary. See Modifying Opportunity Workflows on

page 339.
Set up the Create Reroute Oppty Activity. See Rerouting an Opportunity Using Workflows on
page 339.
Set up the Get Manager Email. See Setting Up the Get Manager Email on page 340.
Load the run-time events for the emails. For more information about run-time events, see Siebel
Business Process Framework: Workflow Guide.
Generate the triggers. For more information about how to generate triggers, see Siebel Business
Process Framework: Workflow Guide.
Run the workflow monitoring agent. For more information about the workflow monitoring agent,
see Siebel Business Process Framework: Workflow Guide.

Opportunity Workflows Activating the Opportunity Notification Workflow Processes and
Policies
Activating the Opportunity Notification

Workflow Processes and Policies
There are five different workflow processes that will generate automatic emails. All of these
processes need to have the communication profile specified. See Activating the Opportunity
Notification Workflow Processes and Policies on page 337.
The following procedure sets up this automatic notification process.
To set up the opportunity workflows

See Siebel Business Process Framework: Workflow Guide for general instructions on how to set
up workflows.
For each of the workflows listed above, make sure to:
Revise the workflow
Set the Communication Profile to Opportunity Notification Profile
Activate the workflow
Clear the Expiration field

This workflow sends an email message to both the primary sales representative and the sales
representatives direct manager when a new lead is assigned to a sales representative. The email
provides the basic information about the opportunity, including the opportunity ID and account, the
primary revenue amount, and the number of days allowed before the lead is withdrawn and rerouted.
The sales representative is directed to the Opportunities screen for further details.

This workflow sends out an email notice when the sales representative has accepted a lead by
changing the Status field to Accept, but has not taken any action on the lead for 30 consecutive days.
An email reminder is sent to both the sales representative and the sales representatives direct
manager. The notice reminds the sales representative that if no action is taken on the lead within
seven days, the lead will be withdrawn from the queue and rerouted.

Opportunity Workflows Activating the Opportunity Notification Workflow Processes and
Policies
The default time lapse between when the lead is accepted (or last worked on) and when the email
is delivered is 30 days. To modify this default value, edit the Duration Days property for the workflow
in Siebel Tools.
NOTE: Out-of-the-box reassignment of leads is executed manually. You may want to create a
workflow that automatically reassigns the lead to a sales manager or administrator after a specified
amount of time.

This workflow sends an email notice when the sales representative has not responded or taken action
on the opportunity for five days. This occurs when the sales representative has not changed the
Status field from pending to accept, reject, or reroute. The email is sent to both the primary sales
representative and the sales representatives direct manager. The email reminds the sales
representative to act on the lead or risk having the lead withdrawn from the queue.
To modify the time lapse between lead assignment and email delivery
1 Navigate to Administration - Business Process screen > Policies view.
2 Select Email Notification of Pending Oppty.
3 Verify that the policy is activated.
4 Select the policy and modify the Duration and Units fields.
5 Activate the workflow and run the Workflow Monitor Agent. See Siebel Business Process

representatives direct manager when an opportunity is closed with a loss. The status of the
opportunity must change to lost before the email notice is generated. The email refers to the
Opportunities screen and asks the sales representative to update the Reason field.

representatives direct manager when an opportunity is closed with a win. The status of the
opportunity must change to win before the email notice is generated. The email refers to the
Opportunities screen and asks the sales representative to update the Reason field.

Opportunity Workflows Rerouting an Opportunity Using Workflows
Rerouting an Opportunity Using

Workflows
The Create Rerouted Oppty Activity workflow is executed when a sales representative receives a lead
and changes the Status field to Reroute. The workflow creates a new Activity record with Type =
Reroute for the designated sales operator. This informs the sales operator that a specific opportunity
has been requested for rerouting. All reassigned opportunities are listed in the Activities view as
rerouted activities.
NOTE: If a sales manager or sales administrator is responsible for rerouting leads, you can modify
the workflow so that the Create Rerouted Oppty Activity is assigned to the sales manager or
administrator. You can also create a workflow that reassigns the lead to a sales manager or
administrator.
To set up the opportunity reroute activity

Revise the Create Rerouted Oppty Activity workflow process. Replace the value of the Default
String field in the Sales Operator Login record with the username of the sales operator who will
receive the activity. Remember that the username is case-sensitive.
Modifying Opportunity Workflows

An administrator can modify the opportunity workflows. The administrator can make the following
changes:
Modify the text of the email.
Change the notification time.

Set the lead notification restrictions.
Add other Siebel fields.
NOTE: The opportunity workflows are shipped as seed data. To modify a workflow, you should make
a copy of the original workflow, and then modify the copy.
To modify the text of an opportunity workflow email

In the Send Out Emails step, edit the value of the Message Body input argument.
The text includes field placeholders for data from the opportunity record. These placeholders
appear as +[Placeholder field]+.
To restrict conditions for delivery of emails

1 Navigate to the Administration - Business Process screen > Policies view.
2 Select one of the email notification policies:
Email Notification of Assigned Oppty

Opportunity Workflows Setting Up the Get Manager Email
Email Notification of Inactive Oppty
Email Notification of Lost Oppty
Email Notification of Pending Oppty
Email Notification of Won Oppty
3 In the Conditions applet, select a condition, or create a new condition.
4 Click on the Operation and Value fields and modify the condition.
For example, to send email notifications for leads that have a high lead quality, create the
following condition:
Condition Field = Opportunity Lead Quality
Operation = =
Value = 1-excellent
To stop sending email notifications to a sales representatives manager

Edit the workflow so that there is a single connector between Start and End. (Delete all other
arrows.)
Setting Up the Get Manager Email

This process identifies the manager of the sales representative so that the manager can receive a
copy of the five email notifications that are delivered. Because the Get Manager Email process is part
of the five notification processes, the Get Manager Email process must be activated for the other
processes to function correctly.
An email is sent to the sales representative and the appropriate manager for each of the notification
workflows.

29 Opportunities (User)
This chapter describes how end users use opportunities. It includes the following topics:
About Opportunities on page 341
Scenario for Opportunities on page 342
Opportunities Processes and Procedures on page 343
About Opportunities Lead Assignment on page 344
About Lead Response on page 344

About Lead Qualification, Sales Methods, and Stages on page 345
Creating an Opportunity on page 346
Changing the Primary Sales Team Member on page 350
Monitoring Significant Opportunity Transactions on page 350
Assessing an Opportunity on page 351
Viewing Decision Issues for an Opportunity on page 351
Associating a Contact with an Opportunity on page 351
Activities Associated with an Opportunity on page 352
Associating a Product with an Opportunity on page 352
Creating a Quote from an Opportunity on page 353
Creating an Organization Analysis on page 354
Opportunity Charts on page 357
Setting Up Lead Sources for Opportunities on page 359
About Opportunities
An opportunity is defined as a potential revenue-generating event. Opportunity-related information
is recorded and tracked in the views associated with the Opportunities screen. This chapter describes
how sales professionals can use the Opportunities screen to perform the following tasks:
Receive and respond to new leads that are assigned to you
Create new opportunities and enter related information such as accounts, contacts, activities,
and products
View, qualify, and update opportunities assigned to you and your sales team (if you are a
manager)
Track the status of an opportunity through the sales cycle from creation to closure

Opportunities (User) Scenario for Opportunities
Share information about the opportunity with sales team members
Generate quotes, presentations, and other types of information needed to close the deal
Scenario for Opportunities

This scenario provides an example of how a sales representative works with leads and opportunities.
Your company may follow a different process according to its business requirements.
Opportunity Lead Conversion

A company uses Siebel Marketing to develop a campaign as part of a new product introduction.
During the campaign, a telemarketing agent uses Siebel Call Center to contact prospects associated
with the campaign. During her conversations with prospects, the agent qualifies leads by determining
whether each prospect is interested in the new product offering. When a prospect expresses interest
in learning more about the new product, the agent creates a new lead.
Using Siebel Assignment Manager, the lead is automatically routed to the sales representative who
is most qualified to work on the lead and whose schedule can accommodate the new assignment.
When the sales representative logs in to the Siebel Sales application, she sees the new lead in the
Opportunities list on her home page. Drilling down on the lead takes the sales representative to the
Opportunities screen. After reviewing details about the lead, such as the customer information,
probability of closing, and the products that the customer is interested in purchasing, the sales
representative decides to accept the lead by changing the Status field to Accept.
After the sales representative accepts the lead, she begins to work on the lead by assembling
members of the sales team, conducting further research on the customer and its requirements,
coordinating and recording activities, uploading agreements, and generating proposals and
presentations for the customer. As the sales representative works through the sales cycle, she
updates information about the sales stage and keeps private notes as well as notes that she shares
with other members of the sales team. Eventually, the sales representative develops a quote from
the Opportunities screen. When the customer accepts the quote, it is converted into an order.
NOTE: Siebel Marketing, Siebel Call Center, Siebel Sales, and Siebel Quotes are fully integrated,
separately licensed product offerings. You need to license these products to access the views.
Opportunity Tracking
At a trade show, a sales representative meets a prospective customer who could be a lead for a new
business opportunity. When the sales representative returns to the office, he discovers the company
is listed in Siebel Sales as an account, but the person he met is not listed as a contact.
The sales representative proceeds to add the prospective customer as a contact, and then creates
the opportunity. He then schedules meetings and creates associated activities, and enters other
potential contacts associated with the opportunity.

Opportunities (User) Opportunities Processes and Procedures
As the sales process continues, the sales representative gathers and updates information about the
account, its contacts, and the opportunity that he is pursuing. As the relationship grows, the sales
representative can add, view, and share stored information and key knowledge with other members
of the sales team.
Opportunity Generated Quote

A sales representative is assigned to the sales team for an opportunity. As the sales representative
gathers product information about the customer requirements, she enters that information in the
Siebel Sales application. After she presents to the customer, the customer indicates that the
representatives company is on the short list for the deal, and that the representative should submit
a quote.
The sales representative creates a quote automatically based on the information she has already
entered into the Siebel Sales application. After she generates the quote, she synchronizes the quote
information with the revenues associated with the opportunity. By making sure these numbers are
in sync, the sales representative establishes that the data associated with her opportunity is current
and that her forecasts are accurate.
Opportunities Processes and Procedures

When you are working with opportunities, you perform the following key tasks:
Create an opportunity. For more information, see Creating an Opportunity on page 346.
Change the primary team member. For more information, see Changing the Primary Sales
Team Member on page 350.
Monitor transactions. For more information, see Monitoring Significant Opportunity

Transactions on page 350.
Assess opportunities. For more information, see Assessing an Opportunity on page 351.
Manage decisions. For more information, see Viewing Decision Issues for an Opportunity on
page 351.
Add contacts. For more information, see Associating a Contact with an Opportunity on
page 351.
Add activities. For more information, see Activities Associated with an Opportunity on
page 352.
Associate products. For more information, see Associating a Product with an Opportunity on
page 352.
Create quotes. For more information, see Creating a Quote from an Opportunity on page 353.
Performing an organization analysis. For more information, see Creating an Organization

Analysis on page 354.
Adding attachments, and notes. For more information, see Siebel Fundamentals.

Opportunities (User) About Opportunities Lead Assignment
Generate and viewing charts and reports. For more information, see Opportunity Charts on
page 357.
While you are in a view, click Reports to see a list of the available preconfigured reports for the
data in that view. The list specifies which reports are available as Actuate reports and which are
available as Oracle Business Intelligence Publisher reports. From the list you can access
individual reports. For more information about reports, see Siebel Reports Administration Guide.
About Opportunities Lead Assignment

As a sales representative, you can view new leads in the Opportunities list on your home page, or
you can navigate to the Opportunities screen to view new leads that you did not create but were
assigned to you. There are a number of ways in which a lead might be assigned to you:
A lead is generated through a campaign and automatically routed using Siebel Assignment
Manager and predefined rules.
A lead is entered into the system by an administrator and automatically routed using Siebel
Assignment Manager and predefined rules.
An opportunity is created by a sales manager or sales representative who adds you to the sales
team.
In each of these scenarios, you are able to view the lead or opportunity because you have been added
to the sales team, either as the primary on the sales team or as a sales team member. If you are
receiving a lead for the first time and you are the primary on the sales team, the Status field in the
More Info view is set to Pending by default. You can accept, reject, or reroute the lead by changing
the value in the Status field.
If the administrator has activated the email notifications, and has enabled predefined processes,
these processes can send email messages to you, to alert you of the following events:
You have received a new lead and should accept, reject, or reroute the lead within seven days.
You received a new lead five days ago and should accept, reject, or reroute the lead within two
days.
You have accepted a lead but have not worked on the lead in 30 days.
You have won the sales opportunity and should enter the reason in the system.
You have lost the sales opportunity and should enter the reason in the system.
The wording of the emails and the wait periods can be modified. Opportunity Workflows only sends
email if the opportunity has revenue greater than $50,000. For more information, see Chapter 28,
Opportunity Workflows.
About Lead Response

After you, as a sales representative, receive a lead, you can choose to accept, reject, or reroute the
lead.

Opportunities (User) About Lead Qualification, Sales Methods, and Stages
Rejecting the Lead. You can reject a lead by changing the Status field to Reject in the More
Info view. Enter the reason for rejecting the lead in the Reason field. The lead remains in your
queue until it is reassigned by your manager.
Rerouting the Lead. If you decide to reroute a lead by changing the Status field in the More
Info form to Reroute, a Reroute activity automatically is created. Enter the reason for rerouting
the lead in the Reason field. The lead remains in your queue until it is rerouted by your manager.
Accepting the Lead. You can accept a lead by changing the Status field in the More Info form
to Accept. Enter the reason for accepting the lead in the Reason field.
About Lead Qualification, Sales Methods,

and Stages
When you, as a sales representative, accept a lead, you can begin to work on the lead in the
Opportunities screen. The records in the Opportunities list include both leads and opportunities.
Leads are defined as opportunities that have not yet been qualified.
Lead qualification status is indicated in the Sales Stage field. The list of values in the Sales Stage
field varies depending on which sales method you are using.
A sales method is a formalized approach or methodology used during the sales process. A sales
method can encompass all activities associated with the sales process, from prospecting to
forecasting to closing deals. This approach allows sales representatives to use the method most
appropriate for their opportunities.
The application administrator establishes values in your Siebel application that represent the sales
methods and sales stages for your company. It is a recommended business practice to designate a
default sales method in your Siebel application. This practice allows a sales method to be associated
with each opportunity and aids in charting and reporting accuracy.
Sales methods can differ within a company. For instance, a sales method for managing a complex
multimillion dollar opportunity can include 15 stages, while a sales method for a simple low-dollar
opportunity may require only four stages.
Your application administrator creates and implements the sales stages that your company uses. For
more information about creating or implementing sales methods, see Defining a Sales Methodology
on page 183.

Opportunities (User) Creating an Opportunity
Table 83 shows sales methodologies (Accelerated, Default, Standard), and the associated sales stage
for each methodology (for example, 01 - Prospecting). The table also shows if the record is a lead
or is an opportunity at each sales stage.
Table 83. Sales Methods and Sales Stages
Default and Lead or

Accelerated Standard Opportunity
01 - Prospecting 01 - Prospecting Lead
02 - Potential Lead Lead
02 - Qualification 03 - Qualification Opportunity
04 - Opportunity Opportunity
05 - Building Vision Opportunity
06 - Short List Opportunity
07 - Selected Opportunity
03 - Closing 08 - Negotiation Opportunity
09 - Closed or Won Opportunity
04 - Lost 09 - Closed or Lost Opportunity
NOTE: The Portfolio Management Process sales methodology does not focus on opportunities and so
is not present in Table 83.
Creating an Opportunity
Create a new record each time you identify an opportunity.
NOTE: Each time a new opportunity record is created, a primary Revenue record is automatically
created for the opportunity.
To create an opportunity
1 Navigate to the Opportunities screen > Opportunities List view.
2 In the Opportunities List, create a new record, and complete the necessary fields.

Field Comments
Best Case Allows you to enter the amount the deal might generate in the best-
case scenario. This amount is higher than the value in the Revenue
field.
Channel Select the sales channel from which the opportunity comes.
Close Date Allows you to enter the expected date on which the opportunity closes.
The default date is the same as the Created Date. It is important to
modify the date, if the opportunity closes on a different date, because
this date is used in revenue forecasting.
Committed A check box which, when selected, indicates there is a high probability
that the deal will close, and that the deal should be included in your
revenue forecast.
Cost Expense associated with the opportunity.
DUNS # The Data Universal Numbering System (D-U-N-S) numeric serial

number for a company. The D-U-N-S number is unique for each
company.
Executive Priority This check box can be used to flag a significant opportunity. Sales
executives can query for high-priority opportunities for tracking
purposes.
Expected value Displays a currency value that is calculated based on the potential
revenue field multiplied by the value in the probability field. A lower
percentage in the probability field reduces the expected value that is
included in your revenue forecast.
Lead Partner The lead partner field is populated automatically when the source of the
opportunity is a campaign with a lead partner.
If you create an opportunity from a response, and the response had a

campaign associated with it, the opportunity inherits the lead partner
from the campaign.
If you create a new opportunity and select a campaign as the source,

the opportunity inherits the campaigns lead partner, if it has one.
Margin A calculated field that displays the revenue figure minus the cost.
Opportunity Currency A list of values established by your company that allows you to specify
the currency type associated with the opportunity. The selected value
does not affect forecasting.
Organization A default value that displays the organization name associated with the
person creating the opportunity. Your system administrator sets up
organizations in your Siebel application.
You can associate multiple organizations with an opportunity.

Field Comments
Partner Approval A list of values established by your company that allows you to specify
Status the approval status of the lead partner for the opportunity.
Primary Displays the user ID of the primary sales team member. This value
defaults to your user ID if you are creating a new opportunity.
Probability % The Probability reflects the percentage of confidence you have that the
deal will close with the specified revenue on the specified close date.
By default, the probability adjusts automatically based on the sales
stage of the opportunity. You can manually override the probability
value.
Reason A list of values established by your company that allows you to specify
a reason that the opportunity was accepted, rejected, rerouted, won,
or lost.
Revenue Allows you to enter the currency amount of the opportunity. If you are
using the Products, Quotes or Revenue view tabs, you can make sure
your summary revenues are calculated and are in sync. The amount
entered affects forecasting.
Revenue Class A list of values established by your company that allows you to define
the quality of the expected revenue. For more information, see About
Revenue Class and Revenue Type on page 349.
Revenue Type A list of values established by your company that allow you to define
the kind and source of the expected revenue. For more information,
see About Revenue Class and Revenue Type on page 349.
Sales Method A list of values established by your company that includes the sales
methodologies.
Sales Stage A list of values established by your company that allows you to specify
the sales stages associated with the selected sales method.
Sales Team This list shows who is on the sales team for the opportunity. You can
add employees to the sales team by selecting them from the employee
list. Only the manager of the primary sales team member, or an
administrator, can change or delete the sales team member identified
in the Primary field.
You can set a Priority flag for individual members of the sales team. If
an opportunity is a priority for all team members, the Priority Flag is
set in the Opportunity List and Explorer views.
Source A dialog box that allows you to associate the sources of the sales lead
with the opportunity. Typical source values include specific events,
campaigns, or conferences.
Source Type A default value that displays the category of the primary source. For
instance, a specific seminar that is the source of the opportunity is
identified with a value of Seminar in this field.

Field Comments
Split Revenue A system-populated check box that indicates that the revenue for the
opportunity is split in the Revenues tab. For more information, see
About Split Revenue on page 349.
Territories A default value based on the territories defined by your company. Your
system administrator controls the territory assignment function set up
by your sales manager.
Worst Case Allows you to enter the currency amount the deal could generate in the
worst-case scenario. This amount is lower than the value in the
Revenue field.
About Revenue Class and Revenue Type

Revenue Class and Revenue Type fields appear on both the Opportunity and the Revenue forms.
These two fields are the same fields, which means changes made in the Opportunity form are
reflected on the Revenue form and changes made in the Revenue form appear in the Opportunity
form.
The Revenue Class and Revenue Type lists of values are based on the internal business process for
each company. The standard values can be adapted to your business, or the lists of values changed
by your application administrator to reflect the stages of your companys sales process and the
manner in which your company recognizes revenue.
Revenue Class Field. Your company can define the quality of the revenue at a given time by
setting the list of values in the Revenue Class field to reflect the sales stages you use. Sample
values are Pipeline, Upside, Expected, Committed, and Closed.
Revenue Type Field. Your company may want to differentiate between kinds of revenues and
their sources. For instance, your company may classify revenue by Software, Consulting, and
Hardware categories, or by Booked versus Billed revenue, which are defined in the list of values.
Defining revenue types allows you to query revenues or view charts sorted by the category of
the revenue.
For more information about the Revenue Class and Revenue Type fields, see Siebel Forecasting
Guide.
About Split Revenue

A revenue split allows you to forecast how revenue from an opportunity is split between multiple
sales representatives. The Split Revenue field indicates that the revenue is split in the Revenues tab.
For more information about the Split Revenue field, see Siebel Forecasting Guide.

Opportunities (User) Changing the Primary Sales Team Member
Changing the Primary Sales Team

Member
The administrator or manager of the primary sales representative can change the person assigned
as the primary member of the sales team.
To change a primary team member

2 From the Show drop-down list, choose My Teams Opportunities.
3 In the Opportunities list, drill down on the opportunity.
5 In the More Info form, click the select button in the Sales Team field.
6 In the Team Members dialog box, select the team member to assign and select the Primary check
box.
NOTE: If you have access to the Data Administration screen, you can change a primary team
member assignment there.
Monitoring Significant Opportunity

Transactions
Sales executives can monitor significant opportunity transactions by querying for opportunities
flagged as Executive Priority. These flagged opportunities can be tracked by the executive team
regardless of the revenue or forecast commitment. Tracking high-priority opportunities helps the
executive maintain the most accurate quarterly revenue forecast and plan involvement in the most
promising opportunities.
To flag an opportunity as an executive priority

2 In the Opportunities list, select the opportunity.
3 In the Opportunities list, click the menu button and choose Columns Displayed.
4 In the Columns Displayed dialog box, move the Executive Priority field from the list of Available
Columns to the list of Selected Columns, and click Save.
The field appears in the record for the selected opportunity.
5 In the opportunity record, click the check box in the Executive Priority field.

Opportunities (User) Assessing an Opportunity
Assessing an Opportunity
You can use assessments to compare opportunities with one another, compare them with a model,
or to determine what information is present or not for an opportunity. To perform the assessment,
you enter values for the assessment attributes. The application calculates a composite assessment
value for the opportunity. For information about how to perform an assessment, see Performing an
Assessment (User) on page 194.
Viewing Decision Issues for an

Opportunity
Decision issues are specific areas of interest that can influence a prospects buying decision during
the sales cycle. These decision issues provide you with an opportunity to present the advantages of
your solution to the customer.
You can track these decision issues using the Opportunity screens Decision Issues view, and use this
information to develop your sales strategy and address customer concerns. For more information,
see Chapter 36, Decision Issues.
Associating a Contact with an

Opportunity
As you work with an opportunity, you want to maintain information about the contacts associated
with the opportunity. For more information about contacts, see Chapter 22, Contacts.
You can use the Contacts view from the Opportunity screen to store and review contact-related
information for an opportunity.
To associate a contact with an opportunity

2 In the Opportunities list, drill down on the opportunity, and then click the Contacts view tab.
3 In the Contacts list, click Add.
4 In the Add Contacts dialog box, select the contact to add, and then click OK.
NOTE: To select a sequence of contact records, hold down the SHIFT key and click the contact
records. To select multiple contacts that are not in sequence, hold down the CTRL key and click the
contact records.

Opportunities (User) Activities Associated with an Opportunity
Activities Associated with an

Opportunity
The Opportunities screens Activities view allows you to track activities at the opportunity level,
maintain a calendar and to-do list for the opportunity, and delegate activities related to the
opportunity to your sales team. For more information about Activity Plans and associated activities,
see Chapter 13, Activities.
Associating a Product with an

Opportunity
Specific products can be associated with an opportunity. For example, if a customer is interested in
purchasing a new software suite, this information can be specified in the Products view.
After the product is associated with the opportunity, you can drill down on the product to review
additional information such as product features and prices.
Later, this data can be used when you are building a presentation, quote, or proposal based on the
opportunity.
To associate a product with an opportunity

2 In the Opportunities list, drill down on the opportunity, and then click the Products view tab.
Field Comments
Auto Quote Select the check box if you want to include the product in automatic
quotes generated for the opportunity.
Covered Product This field can be completed only if the product (specified in the Product
field) is a service product.
Net Price Enter the price of the item minus discounts.
Quantity Enter the number of product units that the customer wants to purchase.

Opportunities (User) Creating a Quote from an Opportunity
Field Comments
Revenue Displays the revenue for the opportunity, calculated as the Quantity
multiplied by the Net Price.
Summary Use this field to indicate that the product is a summary product.
For example, if the opportunity is for a computer system, check

Summary for the computer system product, but not for the CPU,
monitor, keyboard, and mouse products that make up the system.
This Summary field also appears (read-only) in the Revenues screen >
List view.
Creating a Quote from an Opportunity

Using the Quotes view, you can automatically create and revise quotes for the opportunity. For more
information on quotes and orders, see Siebel Order Management Guide.
To create a quote from an opportunity

2 Drill down on the opportunity.
3 Click the Products view tab.
4 In the Products list click New, and then add a product.
For more information, see Associating a Product with an Opportunity on page 352.
5 In the Product record, complete the fields.
a Enter the number of product units the customer wants to purchase.
b In the Auto Quote field, select the check box to display a check mark.
6 Click the Quotes view tab, and then in the Quotes list, click Auto Quote.
A quote record is automatically created, with some fields completed and a status of In Progress.
7 If no price list is associated with the account, in the Price List field click the select button, and
choose a price list.
If a price list is associated with the account, the Price List field is automatically completed.
For more information on price lists, see Siebel Pricing Administration Guide.
8 In the quote record, drill down on the hyperlink in the Name field.
You can change the system-generated name for a name that is more meaningful in the quote
details form.

Opportunities (User) Creating an Organization Analysis
9 In the quotes Line Items list, add line items, and then click the menu button and choose Reprice.
The Reprice function makes sure that the quote total reflects the prices from the price list, and
multiplies those prices by the quantities that you enter in the products view.
10 In the Quote form, click the menu button, and choose Update Opportunity, and then return to
the Opportunity form.
TIP: The Update Opportunity function verifies that the opportunity's revenue line items are in
sync with the quote line items.
TIP: Use the History icon or the thread bar to navigate back to the Opportunity form.
To update opportunity revenues

1 In the Opportunity list, drill down on the opportunity, and then click the Revenues view tab.
2 In the Revenues list choose List from the Revenues drop-down menu.
3 In the Revenues list, click the menu button and choose Update Opportunity.
After this process is completed, the revenue amounts that appear in the Products, Revenues, and
Quotes views are synchronized and the Opportunitys Revenue field displays a calculated sum of
the individual revenue line items associated with the opportunity.
NOTE: Siebel Quotes is a separately licensed product offering. You cannot access the Quotes view
tab if you have not licensed this product.
Creating an Organization Analysis

You can automatically create organization charts to help you analyze your key contacts and develop
your relationship strategy to win the opportunity.
Siebel Sales automatically generates organization charts based on contacts associated with each
opportunity. When you update contact information, your changes are reflected in the organization
chart.
To add existing contacts to the organization analysis

1 Navigate to the Opportunities screen > Opportunities list > Organization Analysis view.
2 Use the form at the top of the page to query for the opportunity with which you want to work.
3 In the Organization Chart view, click New.
The Add Contacts dialog box appears.
4 Select one or more contacts to add, and then click OK.
NOTE: To select a sequence of contact records, hold down the SHIFT key, and click the contact
records. To select multiple contacts that are not in sequence, hold down the CTRL key, and click the
contact records.

To create new contacts for the organization analysis

3 Click the Organization Analysis view tab.
4 In either the default Organization Analysis chart view or in the Contacts list (toggle view), click
New.
5 In the Add Contacts dialog box, click New.
6 In the new contact record enter the contact information in the fields, and then click Save.
NOTE: If you create a new contact directly from the Organization Analysis chart view, then an
explicit Save is required to update the chart.
The Level of Influence value determines the degree of shading that appears in the Contact node
in the Organization Analysis chart. The following table details values and shading.
Value in Level of Influence Fields Shading on Organization Chart
Low None
Political Structure (Medium) Light gray
Inner Circle (High) Dark gray
You can update contact information from either the Opportunities screen or from the Contacts
screen.
Using Drag and Drop to Depict Organization Hierarchy

From the Organization Analysis chart view you can drag and drop contacts to indicate professional
relationships within the organization.
To create the hierarchy

2 Drill down on the opportunity for the Organization Analysis.
4 Add or create contacts, as described in To add existing contacts to the organization analysis on
page 354 and To create new contacts for the organization analysis on page 355.
In the Organization Analysis chart area the nodes (boxes) appear for each of the contacts you
have analyzed and associated with the opportunity.
5 Select the contact node and drag it beneath the contact node that depicts the contacts manager.
When you drop the contact node on its managers node, a formal line between the nodes appears,
reflecting the reporting relationship.

6 Repeat Step 5 for each contact until you have completed the organization chart.
NOTE: The reporting relationships are also stored in the Contacts list (toggle view). The
Managers Last Name and Managers First name fields of the contact automatically populate
based on the drag and drop actions. To expose this information in the contacts list, click the menu
button, and then choose Columns Displayed.
Drawing Lines of Influence

You can also map the politics in the customer organization by identifying informal lines of influence
between contacts. Mapping informal lines of influence helps you identify contacts who are not highly
ranked (and are easier to access) but who have significant influence on key decision makers. Lines
of Influence information is automatically updated in the Contacts screens Relationships view. You
can add Lines of Influence information in the Relationships view if you prefer.
To draw lines of influence

1 In the Organization Analysis chart area, select the contact node, and simultaneously hold down
the CTRL key.
2 Drag and drop the selected contact on other contacts to draw the lines of influence.
The CTRL key must be depressed throughout this process in order for the informal line of
influence to appear.
To delete lines of influence

In the Organization Analysis chart area, select the line and press the DELETE key.
You may also right click the mouse in the Organization Chart area, and choose Edit > Delete from
the menu.
Viewing and Printing the Organization Analysis

After you associate contacts with an opportunity and enter values for the manager, reports,
associates and the influence level for each, you can view an organization chart of all your contacts.
To view the Organization Analysis chart

The Organization Analysis list of contacts appears.

Opportunities (User) Opportunity Charts
4 From the drop-down list, choose Organization Analysis.
An organization chart appears with the contact information you entered.
Each contact appears in a hierarchy based on the influence level or managerial structure assigned
to the contact.
NOTE: Double-click the contact node to navigate to the Contacts screens Activities view to add
follow-up activities for the contact.
To print an Organization Analysis chart

The Organization Analysis list of contacts appears.
4 From the drop-down list, choose Organization Analysis.
5 Right click the mouse in the Organization Analysis chart workspace, and choose Print from the
menu.
You can adjust the zoom level at which you want to print the Organization Chart. Large charts
print across multiple pages.
Opportunity Charts
Several charts are available that support analysis of opportunities data. The data can be depicted in
a variety of formats such as pie graph, bar graph, and so on.
Table 84 describes each opportunity analysis chart.
Table 84. Opportunities Charts
Chart Description
Activity Analysis Displays the number of activity types for the selected record.
Current Opportunity Displays a scatter diagram of the selected opportunity by revenue and
Analysis probability. The bottom chart displays sales stage.
Lead Analysis Displays the number of opportunities or revenue by organization or

primary sales representative. The data is segmented by lead quality.
Lead Source Analysis Displays the number of opportunities, revenue, or average revenue by
time period. The data is segmented by lead source.
Lead Source Pipeline Displays the number of opportunities by sales stage and lead source.
Analysis
New Business Analysis Displays the number of opportunities, revenue, or average revenue
over a time period.

Opportunities (User) Opportunity Charts
Table 84. Opportunities Charts
Chart Description
Opportunity Analysis Displays the number of opportunities by product, source, territory,

and competitor.
Pipeline Analysis Displays the number of opportunities or revenue by sales stage,

organization, revenue size, or sales method.
Probability Cluster Displays a scatter diagram of your opportunities by revenue and

Analysis probability.
Rep Analysis Displays the number of opportunities, revenue, or average revenue by

sales representative. The data can be segmented by sales stage and
win probability.
Revenue Analysis by Rep Displays the number of opportunities and revenue by sales
representative.
Sales Method Bar Displays number of opportunity products or revenue by sales method.
The data is segmented by sales stage.
Sales Pipeline Analysis Displays the percentage of revenue quota and percentage of count
quota.
Sales Pipeline Phases Displays sales pipeline phases and the percentage of revenue quota or
Analysis count quota achieved per phase.
Viewing the Opportunity Sales Pipeline Analysis Chart

The Sales Pipeline Analysis works by evaluating the total revenue and count of opportunities by a
selected sales methodology and then evaluating the total against each applicable quota.
NOTE: The Sales Pipeline Analysis Chart considers only active Quota plans, regardless of duration.
To display sales pipeline analysis information

2 From the Show drop-down list, select an Opportunities list.
For example, you might choose All Opportunities.
3 In the Opportunities list, click Query
4 In the Opportunities form, query on a Sales Method, and then click Go.
5 Click the Charts view tab.
6 In the Charts list, select Sales Pipeline Analysis from the Show drop-down list.
7 From the secondary Show drop-down list, choose either % of Count Quota, or % of Revenue
Quota, and then click Go.
NOTE: Pipeline charts cannot be copied by dragging (as pie and bar charts can).

Opportunities (User) Setting Up Lead Sources for Opportunities
Viewing the Sales Pipeline Phases Analysis Chart

The Sales Pipeline Phases chart provides an overall view of the revenue generated for opportunities
in an organization. Sales phases are basic components used to group stages together into basic sales
categories.
To view the sales pipeline phases analysis chart

2 From the Show drop-down list, select an Opportunities list.
3 In the Opportunities list, click Query.
4 In the opportunities form, query for a Sales Method, and then click Go.
5 Click the Charts view tab.
6 In the Charts list, select Sales Pipeline Phases Analysis from the Show drop-down list.
7 From the secondary Show drop-down list, choose either % of Count Quota, or % of Revenue
Quota, and then click Go.
Setting Up Lead Sources for

Opportunities
Lead sources for opportunities are created, modified, and deleted through the Lead Sources
Administration view of the Opportunities screen.
The following procedure describes how to add lead sources so that they can be associated with
opportunities.
In addition, campaigns automatically appear as lead sources of type Marketing Campaign. For more
information about Campaigns, see Siebel Marketing User Guide.
To create a lead source

1 Navigate to Opportunities screen > Lead Sources Administration view.
2 Create a new record and complete the necessary fields.
Some of the fields are explained in the following table:
Field Comments
Start Date Select the start date of the campaign.
End Date Select the end date of the campaign.
Description Type a brief description about the campaign.
Source Type the source of the campaign. For example, a new product line, a
marketing seminar, and so on.

Opportunities (User) Setting Up Lead Sources for Opportunities
Field Comments
Objective Type the objective of the campaign.
Target Type the target customer base for the campaign
Type Select the type of the campaign. For example, marketing campaign, direct
marketing, and so on.

30 Households
Household information is closely related to information about contacts, and is similar to information
about accounts. Other chapters in this guide provide more detailed information about how to use the
Contacts and Accounts screens.
This chapter describes how call center agents can use the Households screen to record information
about groups of individual consumers who interact with the agents company. It includes the
following topics:
Household Contact Tracking on page 361
Scenario for Households on page 362
End-User Procedures for Households on page 362
Adding a Household Record on page 362
Adding Contacts to a Household on page 363
Adding Activities to Household Records on page 366
Storing and Viewing Information About Households on page 366
Synchronizing Household Information with External Systems on page 367
Household Contact Tracking

A household is a collection of individual consumers who are economically affiliated and who share
common purchasing or service interests. Individuals may or may not be related to one another and
may belong to other households. Typically, a household shares the same residential address. Siebel
Call Center allows an organization to address the complexity of dynamic households by tracking all
household information through the appropriate household contact. If contacts leave a household to
join another, their associated information moves with them.
The Households screen displays information about customer households. You can use the Households
screen and its related views to work with the following kinds of information:
Contacts (household members)
Activities
Attachments
Service Requests
Notes
Assets
Opportunities
Agreements

Households Scenario for Households
The Household views summarize information that relates to all the individual contacts who are
members of the household. For example, you might want to view a list of all the service requests
from a particular household, regardless of which household member made the request.
The Household More Info view tab and the Household Contacts view tab allow editing, but other
Household views are read-only.
If you want to add activities, service requests, notes, attachments, assets, opportunities, and
agreements, you must navigate to the Household Contact list and click the appropriate contact
hyperlink to reach a view where you can enter the necessary information.
Scenario for Households

Call center agents commonly use the Households screen in a business-to-consumer setting. Viewing
household information allows for cross-selling, upselling, and sell-through opportunities. Combined
with Oracles Siebel Marketing and Oracle Business Intelligence, the Households screen provides the
basis for consumer segmentation and analysis.
The Households screen displays market segment information on the household as a whole, as well
as a summary of information about the individual contacts who are household members. Call center
agents use the Households screen to identify and capture demographic information about a
household, and also to review assets, products, activities, and contact information associated with
the household. This information helps the agent assess the customers data and history to better
meet the customers needs.
End-User Procedures for Households

This section describes the following end-user procedures for working with the Households screen:
Adding a Household Record on page 362
Adding Contacts to a Household on page 363
Adding Activities to Household Records on page 366
Storing and Viewing Information About Households on page 366
Synchronizing Household Information with External Systems on page 367
Adding a Household Record

Use the following procedure to add a household record.
To add a household
1 Navigate to the Households screen > List view.

Households Adding Contacts to a Household
2 In the list, create a new record, and complete the necessary fields.
Fields Comments
Address Automatically populated with the address of the primary household contact.
Category Indicates the value of the household to your organization. Available values
are Platinum, Gold, Silver, and Standard.
City Automatically populated with the city where the primary household contact
resides.
Head of The main decision-maker for the household. Available values are all the
Household contacts for the household.
Household # Unique identifier for the household. Automatically populated.
Income Total income from all members of the household.
Name A name that identifies the household. Typically this is the last name of one
or more contacts who are members of the household.
Organization The organization that interacts with the household.
Revenue Revenue your organization obtains from this household.
Segment Indicates general economic class of the household, or home-ownership

status. Typical values are White Collar, Blue Collar, Rural, Own Residence,
and Renter.
Size Total number of people in the household.
State Automatically populated with the state where the primary household contact
resides.
Status The current stage in the customer interaction life cycle. Defaults to Active
for a new household record.
Team Employees assigned to work with this household. If a call center user is not
a member of the household team, that user will not receive information
about this household during Mobile Web Client synchronization.
Type Types of people that make up the household. Typical values include Family
- Children, Family - No children, Family - Senior Citizen, and Single.
Wealth Estimated total wealth of the household.
Zip Code Automatically populated with the zip code of the primary household contact.
Adding Contacts to a Household

Contacts are individuals associated with a household. Agents can specify one person in the household
as the head of household and then identify the others as spouse, child, or dependent parent.

To add contacts to a household

2 Drill down on the household to which the contacts will be added.
3 Click the Contacts view tab.
4 In the Contacts list, use one of the following methods to specify the contact you want to add:
To add an existing contact to the household, click Add, select the contact from the Add
Contacts dialog box, and click OK.
To add a new contact to the household, click New.
5 Complete the fields for the record.
The following table describes some of the fields.
Field Comments
Alias Contacts nickname.
Date Date that the contact became a member of the household.

Entered
Date Exited Date that the contact left the household.
Employee Indicates that the contact is an employee of your company.

Flag
Income Contacts income.
Households One or more households in which the contact is a member.
Primary When selected, designates the current contact as the main decision-maker for
the household.
Relationship Indicates the role of the contact within the household.
To specify an address for the household contact

1 Navigate to the Contacts screen > Contacts List > Addresses view.
This ensures that the Addresses view tab is visible in Step 6.
3 Drill down on a household record.
5 In the Contacts list, select the contact and drill down on the hyperlink in the Last Name field.
6 Click the Addresses view tab, and in the Addresses list, create a new record, and complete the
fields.
7 Click the thread bar to return to the Household Contacts view, and then scroll down to display
the Household Contacts More Info form.

8 In the More Info form, click the select button in the Address field to display the Contact Addresses
dialog box.
9 In the Contact Addresses dialog box, select the row and the Primary check box for the contacts
main address, and then click OK.
10 In the More Info form, complete additional fields.

The following table describes some of the fields.
Field Comments
Account Business or organization associated with the contact.
Address Contacts address or addresses. The procedure for entering

addresses to be displayed in this field is described in Step 5.
Email Contacts email address.
Site Site of the account associated with the contact.
NOTE: In the Households screen, a contacts address is the residential or personal address. In
the Contacts screen, the address displayed in the Contact form and the Contact More Info form
is the address of the account associated with the contact. The Addresses view tab for the
Contacts screen holds the list where a contacts other addresses can be specified. Household
addresses can only be selected from these individual contact addresses.

Households Adding Activities to Household Records
Adding Activities to Household Records

Add activity records to household records to track appointments, meetings, email messages, and
other tasks related to households. The following procedure describes how to add an activity from the
Household screen. For more information about Activities, see Chapter 13, Activities.
To add an activity for a household

2 Drill down on the household for which the activity will be added.
4 In the Contacts list, select the contact, and then drill down on the Last Name hyperlink.
The Activities view for the Contacts screen appears.
5 In the Activities list, create a new record, and complete the necessary fields.
The fields are described in Chapter 13, Activities.
Storing and Viewing Information About

Households
The following types of information can be indirectly related to a household by associating the
information with the contact record for any member of the household:
Attachments
Notes
Opportunities
Service Requests
Agreements
Assets
The Household screens views that correspond to these types of information are read-only. The
information must be stored and modified using Contact screen views.
To store additional information related to a household contact

4 In the Contacts list, drill down on the Last Name hyperlink to display the Contacts screen.
5 Click the appropriate view tab for the type of information you want to add:

Households Synchronizing Household Information with External Systems
Attachments
Notes
Opportunities
Service Requests
Agreements
Assets
6 In the view tab list, create a new record, and complete the necessary fields.
If the contact who is associated with Attachments, Notes, Opportunities, Service Requests,
Agreements, or Assets leaves the household, the information stays accessible through the Household
screen if Siebel Call Center users register the contacts departure by adding an exit date to the
Household Contact record. If a user deletes the Household Contact record for the departing contact,
the information associated with that contact is no longer associated with the contacts former
household.
To view additional information related to a household

3 Click the view tab for the type of information you want to view:
Attachments
Notes
Opportunities
Service Requests
Agreements
Assets
The corresponding list appears.
Synchronizing Household Information

with External Systems
The Application Services Interface (ASI) feature allows you to synchronize the household data
between a Siebel application and an external system in real time. This feature enables you to
maintain consistent household information across your enterprise, and to eliminate manual entry of
data in multiple systems.
If your Siebel administrator has set up real-time household integration between a Siebel application
and another system, you can use the Update External System command to send new and modified
household information from the application to the other system in real time. For more information
about ASI, see Siebel Application Services Interface Reference and Chapter 24, Integration Using
ASIs.

Households Synchronizing Household Information with External Systems
To synchronize household information with an external system

1 Navigate to Households > Household List.
2 In the Household list, select a household record.
To create a new household record, see Adding a Household Record on page 362.
3 In the Household list, click the menu button, and then choose Update External System.

31 References
This chapter describes how sales professionals can use the References screen to access accounts that
can be designated as references, and to associate contacts, activities, profiles, and notes with each
reference. This chapter includes the following topics:
Scenario for References on page 369
Managing Accounts and References on page 370
Designating an Account as a Reference on page 370
Associating an Activity with a Reference on page 370
Associating a Contact with a Reference on page 371
Associating an Attachment with a Reference on page 371
Adding a Reference Activity to the Calendar on page 372
Adding a Note to a Reference on page 372
Adding Profile Information to a Reference on page 373
Searching for References on page 373
Viewing Reference Asset and Profile Charts on page 373
Scenario for References

This scenario provides an example of the business process performed by a sales representative using
references to compete for new business. Your company may follow a different process according to
its business requirements.
A sales representative is attempting to win a 2,500-seat software sales opportunity for his company.
In a series of meetings with the prospect, the sales representative demonstrates his product line and
submits a quote. The sales representative receives a call from the prospective customer requesting
a chance to speak with existing software customers as a point of reference before agreeing to the
terms of the quote.
The sales representative searches the list of references, and performs a query to find accounts that
meet specific criteria. The accounts must be designated as referenceable, in the same industry as
the prospective customer, and listed as maintenance in the sales stage.
The sales representative finds companies that meet the criteria. She selects a company for the
reference, and telephones the primary representative to get permission to use the customer as a
reference. The representative agrees and sets up a conference call to discuss the opportunity with
the prospect.

References Managing Accounts and References
Managing Accounts and References

The References screen provides you with customer reference information that you can use as a sales
tool when managing sales, marketing, and public relations initiatives. As a sales team member,
providing potential customers with a list of referenceable accounts adds immediate legitimacy to any
sales situation and gives you a competitive advantage. You also can use the References screen to
determine the best reference for a current initiative.
You can use the References list to search for accounts that are referenceable. A calendar view of
reference activities is also available.
The following procedures describe how to manage accounts references using the references screen:
Designating an Account as a Reference on page 370

Associating an Activity with a Reference on page 370
Associating a Contact with a Reference on page 371
Associating an Attachment with a Reference on page 371
Adding a Reference Activity to the Calendar on page 372
Adding a Note to a Reference on page 372
Adding Profile Information to a Reference on page 373
Searching for References on page 373
Viewing Reference Asset and Profile Charts on page 373
Designating an Account as a Reference

You can mark an account as referenceable using the check box in the account records Reference
field. During the reference process, you can set the reference stages.
To designate an account as a reference

2 Drill down on an account record.
4 In the Account details form, select the Reference check box.
Associating an Activity with a Reference

In the Activities view, you can see each activity associated with an account. Activities associated with
a reference appear in the Calendar view. See Siebel Fundamentals for more information on using the
Calendar. Reference record fields provide information on the primary representative, the corporate
sponsor, and so on.

References Associating a Contact with a Reference
To associate an activity with a reference

1 Navigate to the References screen > Reference List view.
2 Drill down on a reference record.
3 Click the Activities view tab.
For more information, see Chapter 13, Activities.
Associating a Contact with a Reference

You can designate a specific contact within a referenceable account. This contact can provide you
with reference information or the individual can be the point-of-contact for activities associated with
the account.
To associate a contact with a reference

4 In the Contacts list, perform one of the following steps.
a Click Add Contact to open the Add Contacts dialog box, and then select the contact from the list.
b Click New to add a new row to the Contacts list, and then complete the necessary fields for the
contact.
Associating an Attachment with a

Reference
The Attachments view lists attachments associated with a reference account. You can add new
attachments or view attachments associated with the account. Reference Attachments include
account attachments as well as reference attachments.
To associate an attachment with a reference

3 Click the Attachments view tab.
4 In the Attachments list, create a new record.
5 In the Attachment Name field, click the select button, and in the Add Attachment dialog box, click
Browse.

References Adding a Reference Activity to the Calendar
6 In the Choose File dialog box, select the file, and then click Open.
7 In the Add Attachment dialog box, click Add.
Adding a Reference Activity to the

Calendar
The Calendar view details all reference activities associated with the account. In the calendar, you
can view, by month, the number of reference activities associated with the account. This view allows
you to manage the number of initiatives for the account and determine if the customer is being
contacted too often.
To add a calendar item for a reference

3 Click the Calendar view tab.
The reference form appears with the calendar.
4 In the Calendar view, click New.
5 In the Calendar Detail form, complete the necessary fields, and then click Save This One.
Adding a Note to a Reference

The Reference screens Notes view allows you to add notes to the selected reference account. Notes
can be shared with others, and notes can be designated as private. Reference notes are visible in
both the Account screen and the Reference screen. If you create a note in either the Accounts screen
or the Reference screen, it is accessible in both views.
To add a note to a reference

3 Click the Notes view tab.
4 In the lower link bar, click Private Notes or Shared Notes.
5 In the Notes list, create a new record, and complete the necessary fields.

References Adding Profile Information to a Reference
Adding Profile Information to a

Reference
The Profile view allows you to update the account with information about the assets owned by the
account, and information about the service profile. The service profile is a list of all external products
the account is using in its operating environment. For instance, if your company sells application
software, you might add information about the server hardware and end-user operating system used
in conjunction with your products.
To add profile information to a reference

3 Click the Profile view tab.
The Profile list and the Service Profile subviews appear.
4 In the Profile list, create a new record, and complete the necessary fields.
5 In the Service Profile list, create a new record, and complete the necessary fields.
Searching for References

Use the All References Read Only and All References Across Organizations Read Only lists to search
for references applicable to your accounts. These views are read-only; you cannot modify
information, and a contacts list is not available. To use the reference contact information, contact
the reference owner, whose User ID appears in the Primary Rep field.
To search for references

1 Navigate to the References screen > Reference Read Only List view.
2 In the References list, click Query, enter criteria in the query form, and then click Go.
3 In the reference record, drill down on the name hyperlink in the Primary Rep field to view
reference owner information.
Viewing Reference Asset and Profile

Charts
Reference charts provide a graphical analysis of referenced account assets and profiles. The Asset
Analysis chart provides a graphical view of the assets. The Account External Product - Reference List
chart provides a graphical representation of the profile information associated with all reference
accounts. Both charts are read-only.

References Viewing Reference Asset and Profile Charts
To view asset and profile analysis charts

1 Navigate to the References screen.
2 From the link bar, choose Asset Analysis or Account External Product - Reference List.
The reference assets or reference profile list appears with the analysis chart.
3 In the chart, select the type (3D, 2D) from the drop-down list, and then click Go.

32 Intelligent Offer Generation

Using Oracle Real-Time
Decisions for Call Center
This chapter describes how marketing managers can use and configure the Intelligent Offer
Generation (IOG) solution. The IOG solution uses the Oracle Real-Time Decisions (RTD) platform.
About Oracle Real-Time Decisions for Call Center on page 375
Scenario for Intelligent Offer Generation in Call Center on page 376
Process of Configuring the IOG Application for Siebel Call Center on page 376
Checking Prerequisites for IOG on page 377
Configuring Outbound Web Services for Oracle RTD on page 377
Configuring IOG with Siebel Views for Siebel Call Center on page 378
Setting Siebel Enterprise Server Parameters for IOG on page 378
Configuring Siebel Run-Time Events for Oracle RTD for Siebel Call Center on page 379
Creating JDBC Data Sources for Oracle RTD on page 380
Creating Views in the SIEBEL_OLTP Database for Oracle RTD for Siebel Call Center on page 381
Customizing Call Reasons for Oracle RTD for Siebel Call Center on page 381
Process of Setting Up Real-Time Intelligent Offers for Siebel Call Center on page 382
Defining the Campaign for IOG for Siebel Call Center on page 382
Creating and Modifying IOG Offers for Siebel Call Center on page 383
Enabling IOG Offers for Siebel Call Center on page 383
Opening Decision Center for Editing for IOG for Siebel Call Center on page 383
Specifying Eligibility for Offers for Oracle RTD for Siebel Call Center on page 384
Updating Offer Information for Oracle RTD for Siebel Call Center on page 386
Activating the Offers for Oracle RTD for Siebel Call Center on page 386
IOG Views for Call Center Agents on page 387
About Oracle Real-Time Decisions for

Call Center
The IOG solution provides intelligent offer recommendation and retention management features to
call center agents who receive inbound customer communications. This solution uses the decisioning
capabilities of the Oracle RTD platform.

Intelligent Offer Generation Using Oracle Real-Time Decisions for Call Center
Scenario for Intelligent Offer Generation in Call Center
Oracle RTD combines predictive analytics technology with dynamic eligibility rules and scoring rules
to maximize the value from inbound customer interactions. The criteria for rules can be based on a
variety of attributes, for example, the age of a customer, the salary of a customer, recent life events,
and so on. Oracle RTD can anticipate customer needs in real time and adapt each interaction to the
needs of the customer. The decision logic of Oracle RTD for Call Center and the integration points
with Siebel Enterprise are implemented as an inline service. The inline service runs on an Oracle RTD
server.
While you are in a view, click Reports to see a list of the available preconfigured reports for the data
in that view. The list specifies which reports are available as Actuate reports and which are available
as Oracle Business Intelligence Publisher reports. From the list you can access individual reports. For
more information about reports, see Siebel Reports Administration Guide.
Scenario for Intelligent Offer

Generation in Call Center
This topic gives one use case of how IOG could be used. You might use IOG differently, depending
on your business model.
A marketing manager has been asked to use the call center to drive proactive retention management
and increase revenues from cross- and up-sell offers. The manager decides to implement the
Intelligent Offer Generation Application for Siebel Call Center.
The marketing manager asks the marketing or system administrator to configure the Oracle RTD
server. After the system administrator configures IOG, the marketing manager uses Siebel Marketing
to create a marketing campaign specifically for inbound calls.
Then, the marketing manager creates offers within the campaign. Each offer can have one or more
associated treatments. A treatment is a form of an offer that is specific to a particular channel. For
example, you might have a phone treatment of an offer. After Oracle RTD is synchronized with Siebel
Enterprise Server, choices in Oracle RTD correspond to treatments in Siebel Enterprise Server. After
the marketing manager creates offers within the campaign, the manager can then change some
settings for the treatments associated with the offer. For example, the manager can add a profit
margin figure associated with an offer.
The marketing manager can then create rules, or groups of rules, which determine the eligibility of
customers for an offer. For example, the manager might set up rules so that an offer is eligible only
to customers over the age of 21 years, with a salary of more than $35,000.
The marketing manager can now add or update offer information, such as the profit margin
associated with the offer. The marketing manager must then deploy the updates to an inline service
to make the offers available to agents. Agents can then work with views in Siebel Call Center as they
receive calls from customers.
Process of Configuring the IOG

Application for Siebel Call Center
To configure IOG, perform the following tasks:

Checking Prerequisites for IOG
1 Checking Prerequisites for IOG on page 377
2 Configuring Outbound Web Services for Oracle RTD on page 377
3 Configuring IOG with Siebel Views for Siebel Call Center on page 378
4 Setting Siebel Enterprise Server Parameters for IOG on page 378
5 Configuring Siebel Run-Time Events for Oracle RTD for Siebel Call Center on page 379
6 Creating JDBC Data Sources for Oracle RTD on page 380
7 Creating Views in the SIEBEL_OLTP Database for Oracle RTD for Siebel Call Center on page 381
8 Customizing Call Reasons for Oracle RTD for Siebel Call Center on page 381
Checking Prerequisites for IOG

Before you configure IOG, you must complete the following actions:
Install the latest version of Oracle RTD platform.
Install and deploy the SiebelB2B or SiebelB2C inline service on the Oracle RTD server. Obtain
the inline service files from the Oracle RTD Applications media pack, folder "Oracle Real-Time
Decisions for Siebel Intelligent Offer Generation". You can integrate only one inline service with
Siebel Enterprise Server at a time, so you must choose your inline service before you configure
IOG.
This task is a step in Process of Configuring the IOG Application for Siebel Call Center on page 376.
Configuring Outbound Web Services for

Oracle RTD
Siebel Enterprise Server uses Enterprise Application Integration (EAI) Outbound Web Services to
communicate with Oracle RTD for Siebel Call Center. Seed data for outbound Web services is
provided with the product, but you must update the data to refer to the correct inline service.
To configure outbound Web services

2 Query the list for namespaces that contain the string sigma.
3 Select the ExternalChoiceService record.
4 In the Service Ports applet, type the address of your Oracle RTD server in the Address field. For
example, you might use an address like http://services.corp.example.com:8080/soap/services/
ExternalChoice.
NOTE: Do not modify the DecisionService record.
5 Click on the Clear Cache button on the Outbound Web Services view.

Configuring IOG with Siebel Views for Siebel Call Center
Configuring IOG with Siebel Views for

Siebel Call Center
Siebel Portal Framework enables IOG to integrate effectively with Siebel views for Siebel Call Center.
Seed data for this integration is provided with the product, but you must make some updates to see
Oracle RTD reports in Siebel views.
To configure IOG with Siebel views

1 Navigate to the Administration - Integration screen > WI Symbolic URL List view.
2 Select Host Administration from the visibility filter.
3 Query the list for a virtual name called RTD_SERVER.
4 In the record with the virtual name RTD_SERVER, type the host name of the Oracle RTD server
in the Name field. For example, you might use a hostname like services.corp.example.com:8080.
5 Select Symbolic URL Administration from the visibility filter.
6 Query the list for URLs that contain the string RTD.
7 For each record that has a URL that contains RTD, use the Symbolic URL Arguments applet to
update the Argument Value of the argument to the appropriate inline service. For example,
update the argument value of the DecisionCenter record to SiebelB2C or SiebelB2B.
8 If you plan to use Oracle RTD Platform Authentication instead of Siebel Object Manager
Authentication, you must update the username and password arguments in the following table.
Name Type Value
username Constant sdsu

password Constant sdsu
Setting Siebel Enterprise Server

Parameters for IOG
You must configure particular parameters in Siebel Enterprise Server so that offer synchronization,
and Advisor or Informant functionality perform correctly.
To configure for Offer Sync and Advisor/Informant

1 Navigate to the Administration - Server Configuration screen > Servers list > Parameters view.
2 Query the list for parameters that begin with the string RTD.

Configuring Siebel Run-Time Events for Oracle RTD for Siebel Call Center
3 Enter values for each of the Oracle RTD parameters, as described in the following table.
Name Description Example
RTD Application Type the name of the Oracle RTD inline SiebelB2B
Name service. This parameter is used provide
the following functions between Siebel
Enterprise Server and Siebel Call Center
RTD:
Offer synchronization
Real-time communication, for

example, with integration points
RTD SOAP URL Type the Simple Object Access Protocol http://
(SOAP) URL for the Oracle RTD server. services.corp.example.com:
The Oracle RTD Integration Business 8080/rtis/sdwp
service uses this to make Advisor and
Informant SOAP calls.
RTD Session Cookie Type the name of the cookie for the JSESSIONID
Name Oracle RTD Server to use to load
balance calls for Web services from the
Siebel Server. If you do not want to use
any hardware- or software-based load
balancing tools, use the default value
JSESSIONID.
RTD WebService Type the interval, in milliseconds, after 3000

Timeout which you want the Oracle RTD Advisor
or Informant Web service calls to time
out.
Configuring Siebel Run-Time Events for

Oracle RTD for Siebel Call Center
Siebel Enterprise Server uses run-time events to communicate data changes from Siebel Object
Manager to Oracle RTD for Siebel Call Center. Seed data for run-time events is provided with the
product, but the run-time events are not enabled by default. You must enable Oracle RTD-related
events for IOG to function correctly.
To enable Oracle RTD-related run-time event

1 Navigate to the Administration - Runtime Events screen > Action Sets view.
2 Query the list for the parameters that begin with the string RTD.

Creating JDBC Data Sources for Oracle RTD
3 Select the Active check box for all of the records that correspond with the inline service that you
use. For example, if you use SiebelB2C inline service, select the Active check box only for the
records that are labelled as B2C.
4 Choose Reload Runtime Events from the menu.
This action clears and reloads the run-time events cache.
Creating JDBC Data Sources for Oracle

RTD
Oracle RTD Server uses Java Database Connectivity (JDBC) to access contact and account profile
information in the Siebel OLTP and OLAP databases. To run the IOG application for Siebel Call Center,
you must use an Online Transaction Processing (OLTP) data source. You only need an Online
Analytical Processing (OLAP) data source if you use Oracle Business Intelligence Server.
Table 85 lists the JDBC data sources that you can use.
Table 85. JDBC Data Sources
Data Source Name Data Source Type Description
SDDS System Stores the deployed projects, run-time sessions,

and model learnings.
This data source is required. Typically, this data

source is created when you install the Oracle RTD
Server.
SIEBEL_OLTP Source Populates the customer, account, and asset entities

from the Siebel OLTP.
This data source is required.
SIEBEL_OLAP Source Uses a prepopulated OLAP table to populate the

service request, order history, and financial account
entities.
This data source is required only if you use Oracle

Business Intelligence Server.
For information about how to create the JDBC data sources, see Installation and Administration of
Oracle RTD in Oracle Real-Time Decisions Documentation Library on Oracle Technology Network.

Creating Views in the SIEBEL_OLTP Database for Oracle RTD for Siebel Call Center
Creating Views in the SIEBEL_OLTP

Database for Oracle RTD for Siebel Call
Center
At run time, Oracle RTD Server accesses views defined in the SIEBEL_OLTP database to populate the
entities in the SiebelB2C or SiebelB2B inline services. The login script that executes the Data
Definition Language (DDL) statements to create the views must have CREATE VIEW privileges in the
database. Only create the views for the inline service that you want to install. For example, if you
want to install a B2B inline service, include only B2B views.
To create views in the SIEBEL_OLTP database

1 Open the text file found in the Oracle RTD Applications media pack, IOG folder, which contains
the statements that create views specific to your OLTP database type and Siebel Enterprise
application type. The filenames of the text files are listed in the following table:
Application Type OLTP Database Type Filename
B2B Siebel Business Applications \Siebel8.1\B2B\SQL_HOR_ORACLE.tx

t
B2B Siebel Industry Applications \Siebel8.1\B2B\SQL_SIA_ORACLE.txt
B2C Siebel Business Applications \Siebel8.1\B2C\SQL_HOR_ORACLE.tx

t
B2C Siebel Industry Applications \Siebel8.1\B2C\SQL_SIA_ORACLE.txt
2 Find the CREATE VIEW statement in the text file for the view that you want to create.
3 Execute the CREATE VIEW statement on your database.
4 Test that the CREATE VIEW statement worked correctly. For example, execute a statement
similar to the following:
SELECT * FROM RTD_B2C_CONTACT
Make sure that you replace RTD_B2C_CONTACT with the correct view name.
5 Repeat Step 2 to Step 4 for each view that you want to create.
Customizing Call Reasons for Oracle RTD

for Siebel Call Center
When a customer calls your business, your agents can record the reason for the call. Your agents
record the reasons in the Activities applet in the Contact Summary (Oracle RTD) and Account
Summary (Oracle RTD) views.

Process of Setting Up Real-Time Intelligent Offers for Siebel Call Center
By default, a number of call reasons are included with Siebel Business Applications. You can
customize the list of call reasons. You can deactivate the default call reasons, and add call reasons
that are relevant to your business.
To customize call reasons

1 Navigate to the Administration - Data view > List of Values screen.
2 Query the list for the list-of-value types with the Type of TODO_TYPE and with the Parent LIC of
Call - Inbound.
3 Deselect the Active check box for any of the call reasons that are not relevant to your business.
4 Add any list-of-value types that are specific to your business.
Process of Setting Up Real-Time

Intelligent Offers for Siebel Call Center
To set up real-time intelligent offers and retention treatments, perform the following tasks:
1 Defining the Campaign for IOG for Siebel Call Center on page 382
2 Creating and Modifying IOG Offers for Siebel Call Center on page 383
3 Enabling IOG Offers for Siebel Call Center on page 383
4 Opening Decision Center for Editing for IOG for Siebel Call Center on page 383
5 Specifying Eligibility for Offers for Oracle RTD for Siebel Call Center on page 384
6 Updating Offer Information for Oracle RTD for Siebel Call Center on page 386
7 Activating the Offers for Oracle RTD for Siebel Call Center on page 386
Defining the Campaign for IOG for Siebel

Call Center
In the Siebel Marketing application, offers are presented to customers in the context of marketing
campaigns. Before you can implement IOG offers, you must create a campaign in Siebel Marketing.
For information about how to create a campaign, see the Siebel Marketing User Guide.
This task is a step in Process of Setting Up Real-Time Intelligent Offers for Siebel Call Center on
page 382.

Creating and Modifying IOG Offers for Siebel Call Center
Creating and Modifying IOG Offers for

Siebel Call Center
Offers are a way to present incentives on products and services to current and potential customers
as part of a campaign. Offers are presented to customers in the context of marketing campaigns.
Before you can implement IOG offers, you must create them within a campaign in Siebel Marketing.
Add the treatments that you require to the offers. For more information about offers and treatments,
see the Siebel Marketing User Guide.
page 382.
Enabling IOG Offers for Siebel Call

Center
Before you can use an IOG offer, you must change some settings for the treatments associated with
the offer.
page 382.
To enable an IOG offer

1 Navigate to the Offers screen > Phone Treatments list, or Offers screen > Web Treatments list.
2 Select the offer that you want to work with.
3 In the Treatments view, drill down on the treatment you want to work with.
Alternatively, create a new treatment, then drill down on the new treatment.
4 On the treatment screen, click the Real-Time Details tab.

5 Select Enabled from the Stage drop-down list.
6 Select the group with which you want to associate the offer from the Offer Group drop-down list.
7 Select a campaign with which to associate the offer from the Campaign field, and click the Sync
button.
Opening Decision Center for Editing for

IOG for Siebel Call Center
Before you use IOG, you can update offer-related information. For example, you can specify offer
eligibility rules. You make these changes in the Decision Center, but before you make the changes
you must open the Decision Center for edit operations.
page 382.

Specifying Eligibility for Offers for Oracle RTD for Siebel Call Center
To open Decision Center for edit operations

1 Navigate to the Administration - Marketing screen > Decision Center view.
2 Click the Open button in the Decision Center view.
3 Select the inline service with which you want to work, check Open the Inline Service for editing,
and click OK.
4 Click the Perspective button, select the Design perspective, and then click OK.
Specifying Eligibility for Offers for

Oracle RTD for Siebel Call Center
By default, all offers are eligible for all customers. You can set up rules, or groups of rules, to
determine the eligibility of customers for an offer.
An eligibility rule is a relational expression which, when evaluated, determines the eligibility of a
customer for an offer. For example, you can set up rules so that an offer is eligible only to customers
over the age of 21 years, with a salary of more than $35,000. A rule set is a group of eligibility rules
that you can apply as a unit.
page 382.
To specify eligibility rules for an offer

2 Open the Decision Center view for edit operations.
For information about how to open decision center for edit operations, see Opening Decision
Center for Editing for IOG for Siebel Call Center on page 383.
3 In the tree structure in the left pane, select the offer that you want to work with in Decision
Process > Marketing Messages.
4 In the right pane, click the Definition tab, then click the Eligibility tab.
5 To add a rule, click the Add Rule toolbar button in the Eligibility tab view.
For more information about how to add a rule, see Adding Eligibility Rules on page 384.
6 To add a rule set, click the Add Rule Set toolbar button in the Eligibility tab view.
For more information about how to add a rule set, see Adding Eligibility Rules on page 384.
7 Click the Save toolbar button in the Eligibility tab view.
Adding Eligibility Rules

You can add rules, or groups of rules, to determine the eligibility of customers for an offer.

Specifying Eligibility for Offers for Oracle RTD for Siebel Call Center
To add an eligibility rule

1 Click the Add Rule toolbar button in the Eligibility tab view.
A blank rule is displayed.
2 Click the field on the left side of the blank rule, then click the selection button at the right side
of the field.
3 Use the Edit value dialog box to select the attribute on which you want to base the rule.
For example, to base the rule on the age of the customer, select Attribute in the Edit value dialog
box, then use the tree structure to locate the customer age attribute in the session attributes
tree.
4 Click the equal sign, then click the selection button at the right side of the field. Select an
operator from the drop-down menu.
For example, if the offer applies to customers over the age of 21, select the IS GREATER THAN
OR EQUAL TO (>=) operator.
5 Click the field on the right side of the blank rule, then click the selection button at the right side
of the field.
6 Use the Edit value dialog box to select the value against which you want to evaluate the attribute.
For example, if the offer applies to customers over the age of 21, select the Constant option,
then select Integer from the Data Type drop-down list. Type 21 in the Value text field.
For more information about how to work with rules, see the Oracle Real-Time Decisions
Documentation Library on Oracle Technology Network.
To add a set of eligibility rules

1 Click the Add Rule Set toolbar button in the Eligibility tab view.
2 Click the field on the left side of the blank rule, then click the selection button at the right side
of the field.
3 Use the Edit value dialog box to select the attribute on which you want to base the rule.
4 Click the equal sign, then click the selection button at the right side of the field. Select an
operator from the drop-down menu.
5 Click the field on the right side of the blank rule, then click the selection button at the right side
of the field.
6 Use the Edit value dialog box to select the value against which you want to evaluate the attribute.
For more information about how to work with rule sets, see the Oracle Real-Time Decisions
Documentation Library on Oracle Technology Network.

Updating Offer Information for Oracle RTD for Siebel Call Center
Updating Offer Information for Oracle

RTD for Siebel Call Center
You can add and update information about each offer. For example, you can add and update a profit
margin figure associated with an offer.
page 382.
To update offer information

2 Open the Decision Center view for edit operations. For information about how to open decision
center for edit operations, see Opening Decision Center for Editing for IOG for Siebel Call Center
on page 383.
3 In the tree structure in the left pane, select the offer you want to work with in Decision Process
> Marketing Messages > Intelligent Offers.
4 In the right pane, click the Configuration tab, then click the Attributes tab.
5 Enter the value for the offer attribute in the Value column in the Attributes tab view.
6 Click the Save button at the end of the table of attributes.
Activating the Offers for Oracle RTD for

Siebel Call Center
To make the changes to the offers available in Siebel Call Center, you must first redeploy the
modified inline service and then optionally promote it.
page 382.
To redeploy the inline service

2 Open the Decision Center view in edit mode. For information about how to open decision center
in edit mode, see Opening Decision Center for Editing for IOG for Siebel Call Center on page 383.
3 Make changes to the required offers, as described in Process of Setting Up Real-Time Intelligent
Offers for Siebel Call Center on page 382.
4 Click the Redeploy button.

5 If you want to continue to work with the current inline service, select the Keep the current inline
service opened for editing check box.
6 Click OK.

Intelligent Offer Generation Using Oracle Real-Time Decisions for Call Center IOG
Views for Call Center Agents
To promote the inline service

2 Open the Decision Center view in edit mode. For information about how to open decision center
in edit mode, see Opening Decision Center for Editing for IOG for Siebel Call Center on page 383.
3 Make changes to the required offers, as described in Process of Setting Up Real-Time Intelligent
Offers for Siebel Call Center on page 382.
4 Redeploy the inline service, with the option to keep the current inline service opened for editing
selected.
5 Click the Promote button.
6 Select the deployment state to which you want to promote the inline service from the To
deployment state drop-down list.
7 If you want to continue to work with the current inline service, select the Keep the current inline
service opened for editing check box.
8 Click OK.
IOG Views for Call Center Agents

IOG Application for Siebel Call Center provides views that expose offer recommendations by Oracle
RTD for use by call center agents. The content of these views varies, depending on your business
model.
Table 86 lists the views that call center agents can use.
Table 86. Views for Call Center Agents
View To access, navigate to...
Account Summary (RTD) Accounts > Accounts List > Account Summary (RTD)
Contact Summary (RTD) Contacts > Contacts List > Contact Summary (RTD)

Intelligent Offer Generation Using Oracle Real-Time Decisions for Call Center IOG
Views for Call Center Agents

33 Categories
Sales professionals can track information about accounts, opportunities, and contacts using the
Categories screen and associated views. This chapter describes how to use predefined categories to
sort and search for specific criteria, and enter information that defines a personal sales approach and
style. The information can be shared with other members of the sales team or kept private.
NOTE: The categories discussed in this chapter are not the same as the categories associated with
Catalog administration which are used primarily for access control. For information about this other
kind of category, see the Siebel Order Management Guide.
Scenario for Categories on page 389

Adding a Category on page 390
Searching by Category on page 390
Scenario for Categories

This scenario provides an example of a business process performed by a sales representative using
the Categories screen and views. Your company may follow a different process according to its
A sales representative wants to track information to help manage relationships with current and
potential customers. Categories, which can be designated as private or shared with the sales team,
provide the sales representative with a way to organize information about an account, opportunity,
or contact.
The sales representative can track the most active accounts by creating a category called Hot
Accounts, and then select that category for each account that she wants to add to her active list.
The sales representative also can view a list of all the opportunities she has closed over a period of
time. If she sets up a Closed category, she can see which opportunities she has closed during the
previous year.
Sales professionals also can use categories to track personal information about contacts. For
instance, a sales representative can record hobbies, such as golf or tennis, and designate that
category for contacts she plans to invite to her company-sponsored sporting events. In addition, she
can track family names or add contacts to a category called Holiday List that allows her to create a
seasonal mailing list.

Categories Adding a Category
Adding a Category
You can add categories to accounts, contacts, and opportunities. The procedure that follows explains
how to add a category for accounts. You can add a category for contacts or opportunities by
navigating to the appropriate screen.
To add an account category

1 Navigate to the Accounts screen > Accounts List > Categories view.
2 Query the list for the account to which you want to add a category.
3 In the categories list, create a new record, and complete the necessary fields.
Field Comments
Category Choose an existing category or create a new one.
Category Rank A value that defines the category. The rank can be any numeric value.
Private A check box which, when selected, restricts sales team members from
seeing how you have categorized the account. When the check box is
selected, the category is private.
Clear the check box to designate the category as Public allowing access
by team members.
Value The value assigned to the category. Create new values as required.
Searching by Category
You can use the categories you and your team have defined to search for specific accounts,
opportunities, and contacts.
To search by category
1 Navigate to the Category screen, then select the view that relates to the information that you
require from the link bar.
For example, if you want to find the accounts associated with a particular category, select the
Account Categories view.
2 Use the categories list to select the category on which you want to search.
3 In the categories list, click Go.
The accounts, opportunities, or contacts associated with the category are listed in the categories
list.

34 Competitors
In competitive sales situations, it is imperative for the sales representative to have information about
competitors to strengthen his sales strategy and differentiate his company's image and offerings.
This chapter describes how to use the Competitors screen to examine comparisons of your company
and competitors, view comparative literature of your products and those of your competitors, and
associate a competitor with an opportunity.
Scenario for Competitors on page 391

Associating a Competitor with an Opportunity on page 391
Viewing Competitor Comparisons on page 392
Scenario for Competitors

the competitors view. Your company may follow a different process according to its business
requirements.
A sales representative logs into the Siebel Sales application and discovers a newly qualified
opportunity. He navigates to the Competitors view to review the competition for the opportunity. One
competitor is listed for the deal. The sales representative is not familiar with the company and drills
down on the competitor name hyperlink to learn more.
In the Company Comparisons view, the representative can view a side-by-side comparison of his
company and the competitors company as well as comparison of products. He can access
competitive intelligence documents compiled by his company about this competitor, and the
literature items that the competitor has published.
A colleague in Telesales calls the sales representative and indicates that there is a new competitor
trying to win the deal. The sales representative adds the new competitor to the opportunity to allow
the sales team to research the new competition.
Associating a Competitor with an

Opportunity
Associating a competitor with an opportunity notifies the sales team about the competition for the
deal and provides the team with a link to the information it needs to deliver a consistent, winning
sales strategy.

Competitors Viewing Competitor Comparisons
To associate a competitor with an opportunity

1 Navigate to the Opportunities screen > List view > Competitors view.
2 Select the opportunity record to which you want to add a competitor.
3 In the Competitors list, create a new record, and complete the necessary fields.
TIP: Drill down on the hyperlink in the competitor Name field to navigate to the Competitors
screen to obtain more information.
Field Comments
Comments A text field that allows you to record additional information about the
competitor.
Name Displays the competitors company name as a hyperlink.
Primary A check box which, when selected, indicates that the competitor is the primary
rival for the deal.
Status A list of values established by your company that allows you to specify the
prospects interest level in the competitors offerings. Default values include
Some Interest, Evaluation in Progress, Existing Relationship, and Not Satisfied.
Threat A list of values established by your company that allows you to specify the
value of the competitors threat. Default values include 1-Low, 2-Medium, 3-
High, 4-Very High.
Viewing Competitor Comparisons

In many sales situations it is necessary to discuss competitive information with a prospect. Using the
Competitors screen, you can view comparisons about companies, products, and services, and also
find literature to prepare for sales calls.
To view competitor comparisons

1 Navigate to the Competitors screen > Competitor List view.
2 Drill down on a competitor record.
3 Click the Company Comparisons view tab.
The Company Comparisons, Competitors Literature, and Comparative Literature lists appear.
4 In the Competitors Literature list, select the literature item you want to view, and then drill down
on the hyperlink in the Name field.
5 In the Comparative Literature list, select the literature item you want to view, and then drill down
on the hyperlink in the Name field.

35 Signature Capture
This chapter is about the Siebel Signature Capture control feature. It includes the following topics:
About Siebel Signature Capture Controls on page 393
Scenario for Signature Capture on page 394
Roadmap for Implementing Signature Capture on page 394
Extending the Database for a Signature Capture Control on page 394
Registering the OCX File on page 395

Creating the Object and Class for Signature Capture on page 396
Process of Creating the Applet for Signature Capture on page 397
Compiling the SRF on page 405
Testing the Signature Capture Applet on page 405
Generating Reports That Contain Signatures on page 406
About Siebel Signature Capture Controls

You can configure custom views that allow your Siebel Business Applications to capture signatures.
The Siebel Signature Capture control provides properties and methods that you can use in Siebel
Tools or Siebel Scripting to do the following:
Allow users to write signatures on a suitable device.
Save signatures into Siebel tables.
Retrieve and view previously captured signatures.
Clear a signature from the signature control.
This chapter provides guidelines and illustrated examples of how to use the Signature Capture
control object in Siebel Business Applications. The example configuration and scripts provided in this
chapter are examples only. Do not consider the examples to be complete code, or an implementation
strategy.
Siebel Life Sciences includes a prebuilt Signature Capture for Samples Management feature. No
configuration is required for this feature. For more information about this feature, see the Siebel Life
Sciences Guide.
For more information about how to configure and develop Siebel Business applications, see
Configuring Siebel Business Applications and Siebel Developers Reference.

Signature Capture Scenario for Signature Capture
Scenario for Signature Capture

This topic gives one example of how you might use the signature capture control. You might use the
signature capture control differently, depending on your business model.
A sales manager decides to require electronic signatures from customers for new orders. The sales
manager requests the Siebel administrator to implement this new functionality.
The Siebel administrator begins to plan to implement the new functionality, and considers the
following:
All usage scenarios and business processes where signature capture is required.
Any legal and privacy issues that arise from capturing the signatures of users.
Any issues that arise from the storage of signature data, and the security and encryption of the
signature data.
The Siebel administrator contacts the Siebel product representative to make the appropriate license
arrangements to use Siebel Signature Capture control. The Siebel administrator also makes sure that
the appropriate hardware to capture signatures is available, for example, touch screens.
The Siebel administrator decides to create applets that can save and display signatures, and to
implement a function that allows users to clear a signature from the signature capture control. The
Siebel administrator then develops the applets and integrates them with views in the Siebel
application. The customers for the business can now use touch screens to sign for an order when
they make the order.
Roadmap for Implementing Signature

Capture
To implement a signature capture control in your application, perform the following processes and
tasks:
1 Extending the Database for a Signature Capture Control on page 394
2 Registering the OCX File on page 395
3 Creating the Object and Class for Signature Capture on page 396
4 Process of Creating the Applet for Signature Capture on page 397
5 Compiling the SRF on page 405
6 Testing the Signature Capture Applet on page 405
Extending the Database for a Signature

Capture Control
Before you can implement a signature capture control, you must extend the database to create a
field in which to store the signature data.

Signature Capture Registering the OCX File
This task is a step in Roadmap for Implementing Signature Capture on page 394.
To extend the database

1 In Siebel Tools, open the project in which you want to implement the signature capture control.
2 Select the table that supports the business component to which you want to add the signature
capture control.
3 Add an extension column of type LONG to the table.
For more information about how to add a LONG column, see Configuring Siebel Business
Applications.
4 To apply the new column, click the Apply/DDL button in the Object List Editor.
5 To activate the new column, click the Activate button.
For more information about how to apply and activate database extensions, see Configuring
6 Create a new field in the business component that is supported by the table that you selected in
Step 2.
For example, create a field called AA Signature.
7 Map the field to the column that you added in Step 3.
Registering the OCX File

The file cicink.ocx contains the Ink Capture and Display ActiveX control. You must extract the file
cicink.ocx from the file iTools.cab, then register the file on the system that hosts Siebel Tools.
To register the OCX file

1 Check that the file iTools.cab is present on the system that hosts Siebel Tools.
2 If iTools.cab is not present, copy the file to the system from one of the following locations:
drive_letter:\SWEApp\PUBLIC\language\build_number\applets. For example,

D:\SWEApp\PUBLIC\enu\19213\applets.
drive_letter:\siebsrvr\WEBMASTER\build_number\applets. For example,

D:\siebsrvr\WEBMASTER\19213\applets.
drive_letter:\client\PUBLIC\language\build_number\APPLETS. For example,

D:\client\PUBLIC\enu\19213\APPLETS.
3 Decompress the iTools.cab file, then extract the cicink.ocx file from the file.
4 In a Windows command prompt, change directory to the directory where the cicink.ocx file is
located.

Signature Capture Creating the Object and Class for Signature Capture
5 To register the file, run the following command:
regsvr32 cicink.ocx
Creating the Object and Class for

Signature Capture
Use Siebel Tools to create a DLL object, then create a class that refers to the DLL object. Controls
on the signature control applet can refer to this class. Before you create these items, you must find
particular information from the file iToolsMFC.inf.
To create a DLL object and class for signature capture

1 Extract the file iToolsMFC.inf from the file iTools.cab.
2 In a text editor, search the file iToolsMFC.inf for the section [cicink.ocx].
3 Note the following information from the section [cicink.ocx], in the iToolsMFC.inf file.
Property Value Description
Class ID This value is contained in the clsid entry. The following is a sample
clsid entry:
clsid={EFB7D763-97A3-11CF-AE19-00608CEADE00}
Filename and version This value is contained in the File Version entry. The following is a
number sample File Version entry:
FileVersion=2,60,0,1331
4 In Siebel Tools, create a new DLL object.
5 Enter the Code or Class Id property value for the DLL object, based on the Class ID from the
iToolsMFC.inf file.
Use the following syntax to enter the class ID string as the Code or Class Id property value:
clsid:number_from_clsid_section
The following is a sample Code or Class Id property value:
clsid:EFB7D763-97A3-11CF-AE19-00608CEADE00
NOTE: Omit the curly braces ({ }) that are present in the clsid entry in the iToolsMFC.inf file
from the string that you enter as the Code or Class Id property value.
6 Enter the File Name property for the DLL object, based on the filename and version number from
the iToolsMFC.inf file.
Use the following syntax to enter the filename and version number string as the File Name
property value as follows:

Signature Capture Process of Creating the Applet for Signature Capture
iTools.cab#Version=number_from_FileVersion_section
The following is a sample File Name property value:
iTools.cab#Version=2,60,0,1331
7 Create a new class with the following properties:
DLL Enter the name of the DLL that you created in Step 4.
Object Type Select ActiveX Control.
Process of Creating the Applet for

Signature Capture
To create an applet that can capture a signature, you must perform the following tasks:
1 Creating a Form Applet on page 397
2 Creating a Control on the Applet on page 398
3 Creating a Hidden Control on the Applet on page 398
4 Creating Buttons for Saving and Clearing Signatures on page 399
5 Adding Server Script to the Applet on page 399
6 Adding Browser Script to the Applet on page 400
7 Adding the Applet to an Object on page 404
This process is a step in Roadmap for Implementing Signature Capture on page 394.
Creating a Form Applet

You must create a form applet into which you can insert the controls to handle the capture and
storage of the signature.
This task is a step in Process of Creating the Applet for Signature Capture on page 397.
To create a new form applet

1 In Siebel Tools, select File > New Object menu item, then select Form Applet.
For more information about how to create applets and form applets, see Using Siebel Tools and
Configuring Siebel Business Applications.
2 In the wizard, select the project, name, and business component for the applet.
3 Select the Use Grid Layout check box.
4 Select Edit Mode for the applet.

5 Choose the fields and controls that you want on the applet.
NOTE: Do not select the AASignature control at this point.
6 Click Finish to create the applet.
Creating a Control on the Applet

You must create an ActiveX control on the applet, and assign a class to the control.
To create a control on an applet

1 In Siebel Tools, right-click the applet object you created in Creating a Form Applet on page 397,
then choose Edit Web Layout.
2 Drag the ActiveX control from the Palettes window to the applet canvas.
3 Select the CIC Ink control from the Insert ActiveX Control dialog box, then click OK.
TIP: If the CIC Ink ActiveX control does not appear in the list on the dialog box, make sure that
you have registered the cicink.ocx file on the system that hosts Siebel Tools. For more
information about how to register the cicink.ocx file, see Registering the OCX File on page 395.
4 Enter a value in the Name property of the control.
For example, enter the name CICInk.
5 Set the Class property of the control to the class that you created in Creating the Object and
Class for Signature Capture on page 396.
6 Choose File > Save.
Creating a Hidden Control on the Applet

You must create a hidden control on the applet, and set the Field property for the control.
To create a hidden control

1 In Siebel Tools, right-click the applet object you created in Creating a Form Applet on page 397,
then choose Edit Web Layout.
2 Drag the Hidden control from the Palettes window to the applet canvas.

3 Set the Field property of the control to the name of the field that you created in Extending the
Database for a Signature Capture Control on page 394.
For example, set the Field property of the control to AA Signature.
NOTE: This setting enables the browser script to access the field when the script sets and clears
the controls.
Creating Buttons for Saving and Clearing Signatures

You must add buttons to the applet, add labels to the buttons, and associate methods with the
buttons.
To create buttons for saving and clearing signatures

1 In Siebel Tools, drag the Button control from the Palettes window to the applet canvas.
2 Enter a value in the Caption - String Override property of the control.
For example, change the name to Store Signature.
3 Set the Method Invoked property of the control.
Set this property to the custom method that you implement in the browser script to save the
signature to the business component. For example, set the Method Invoked property to
StoreSignature.
For more information about how to implement browser script for signature capture, see Adding
Browser Script to the Applet on page 400.
4 Drag the Button control from the Palettes window to the applet canvas.
5 Enter a value in the Caption - String Override property of the control.
For example, set the property to Clear Signature.
6 Set the Method Invoked property of the control.
Set this property to the custom method that you implement in the browser script to delete the
signature from the business component. For example, set the Method Invoked property to
ClearInk.
Adding Server Script to the Applet

In Creating Buttons for Saving and Clearing Signatures on page 399, you specified methods for the
buttons you created. You must add server script to the applet to allow the methods to be called; that
is, the server script enables the buttons to function.

To add server script to the applet

1 In Siebel Tools, right-click the applet object, then choose Edit Server Scripts.
2 Select the WebApplet_PreCanInvokeMethod event.
3 Write the script to enable the custom methods that are called from the buttons created in
Creating Buttons for Saving and Clearing Signatures on page 399.
For example, you might write server script similar to the following example:
function WebApplet_PreCanInvokeMethod (MethodName, &CanInvoke)
if (MethodName=="StoreSignature" || MethodName=="ClearInk")
CanInvoke="TRUE";
return (CancelOperation);
else
return (ContinueOperation);
Adding Browser Script to the Applet

To access the ActiveX control, and to execute methods as required, you must add browser script to
the applet.
To add browser script to the applet

1 In Siebel Tools, right-click the applet object, then choose Edit Browser Scripts.
2 Write the script to perform the following functions:
Populate the signature capture control with the data already stored in the business
component.

Enable the custom methods that are called from the buttons created in Creating Buttons for
Saving and Clearing Signatures on page 399.
For examples of scripts for events to perform these functions, see the following:
Example Applet_Load Event on page 401
Example Applet_ChangeRecord Event on page 401
Example Applet_PreInvokeMethod Event on page 402
Example Applet_Load Event

The following example code retrieves the data for the current record, and displays the data in the
signature control applet when the applet is loaded.
function Applet_Load ()
//when the applet loads check the BC field value
//and use it to set the signature control value
//control is clear by default so no call to clear here
var inPS;
var iResult;
var sigVal;
inPS = TheApplication().NewPropertySet();
sigVal = this.BusComp().GetFieldValue("AA Signature");
if (sigVal.length >1)
inPS.SetProperty("InkVal", sigVal);
iResult = this.InvokeMethod("SetInk", inPS);
Example Applet_ChangeRecord Event

The following example code updates the data in the signature capture control when that data
changes, for example, when a new record is selected.
function Applet_ChangeRecord ()

//when the BC record changes then check the BC field value
//and use it to set the signature control value
//or clear the signature control value
var inPS;
var iResult;
var sigVal;
inPS = TheApplication().NewPropertySet();
sigVal = this.BusComp().GetFieldValue("AA Signature");
if (sigVal.length >1)
inPS.SetProperty("InkVal", sigVal);
iResult = this.InvokeMethod("SetInk", inPS);
else
iResult = this.InvokeMethod("ClearInk", inPS);
inPS = null;
Example Applet_PreInvokeMethod Event

The following example code manages the logic for the buttons and for the other scripts.
function Applet_PreInvokeMethod (name, inputPropSet)
if (name=="StoreSignature")
//code to store signature value
var myOcx;
//get the signature aX control

try {
myOcx = this.FindActiveXControl("CICInk");
catch (e) {
alert ("the error is "+ e.toString());
alert ("the message is "+e.message);
//code to get the value in the control
//and then write it in the BC field
var lnInk;
var objBC;
lnInk = myOcx.Ink();
objBC = this.BusComp();
objBC.SetFieldValue("AA Signature", lnInk.toString());
objBC.WriteRecord();
return ("CancelOperation");
else
if (name == "ClearInk")
//code to clear the signature control value
var axCntl;
axCntl = this.FindActiveXControl("CICInk");
axCntl.ClearInk();
else
if (name == "SetInk")
//code to set the signature control value

//InkVal comes from applet_load and applet_changerecord
var strInk;
var axCntl2;
strInk = inputPropSet.GetProperty("InkVal");
axCntl2 = this.FindActiveXControl("CICInk");
try{
axCntl2.Ink(strInk);
catch (e) {
alert ("the error is "+ e.toString());
alert ("the message is "+e.message);
else
return ("ContinueOperation");
Adding the Applet to an Object

You must add the applet that you have developed to an object to which you want to add the signature
capture control. You can add an applet with a signature capture control to the following objects:
Views
Form applets
To add the applet to an object

1 In Siebel Tools, select the appropriate object in the object explorer, then find the required view
or form applet.
2 Lock the project for the object.

Signature Capture Compiling the SRF
3 Right-click the object, then select Edit Web Layout.
4 In the Applets window, select the applet you created in Creating a Form Applet on page 397.
5 Drag the applet to the required area in the Web layout.
For example, drag the applet to the Child Applet or Grandchild Applet section of the view Web
layout.
7 Select the view Web layout window, then choose File > Close.
Compiling the SRF

You must compile the changes you have made into the SRF.
To compile the SRF

1 In Siebel Tools, select the locked projects that contain the table, class, DLL, business component,
applet, and view.
2 Compile the selected items into the SRF that is used by the application.
3 Make sure that you generate browser script as part of the compile process.
For more information about how to generate browser script as part of the compilation process,
see Configuring Siebel Business Applications.
Testing the Signature Capture Applet

After you develop and compile the applet with a signature capture control, you must test the feature.
To test the Signature Capture applet

1 Open an application that exposes the view to which you added the applet in Adding the Applet
to an Object on page 404.
2 Navigate to the view that contains the applet.
3 Perform the following tests:
a Use a touch screen or a mouse to sign in the signature capture control.
b Click the Store Signature button to save the signature in the appropriate record.
c Click the Clear Signature button to clear the signature in the control.

Signature Capture Generating Reports That Contain Signatures
Generating Reports That Contain

Signatures
An ActiveX control is used to capture and display the signature of the user. The ActiveX control
converts the signature to a long string of numbers, and the string is stored in the database. If you
want to display a signature in a report, you must use a Java object.
To display signatures in reports

1 Make sure that the report server is configured correctly, as follows:
Check that the server has the correct version of Sun Java Runtime. For more information
about which is the correct version, see Siebel System Requirements and Supported Platforms
on Oracle Technology Network.
Copy the files InkToolsLib.jar and iSignBmp.jar to drive_letter:\Program

Files\Java\version_number\lib\ext. For example, if the report server uses Sun Java Runtime
1.4.2, you might copy the files to C:\Program Files\Java\j2re1.4.2_04.
Add both of the files InkToolsLib.jar and iSignBmp.jar to the CLASSPATH environment
variable. Include the full path to both files, for example, C:\Program
Files\Java\j2re1.4.2_04\InkToolsLib.jar.
2 Restart the report server.
3 Locate the source files for the Siebel Life Sciences Signature Capture Audit Report, which is
supplied with your Siebel application.
The names of the source files are as follows:
LS_SIGNAD.rox
LS_SIGNAD.rod
The report references a Java object to convert the signature into an image file. This image file is
saved into a temporary file path that the report creates, and then the image is added to the
report at run time.
This Java object is supported by a Java class which is supplied with your Siebel application. The
file that contains the class is iSignBmp.jar. You can find this file in the same location as the file
LS_SIGNAD.rox.
4 Review the techniques used in the Siebel Life Sciences Signature Capture Audit Report, and apply
the techniques to your signature report.

36 Decision Issues
Decision issues are specific areas of interest that can influence a prospects buying decision.
Customers and prospective customers may ask questions and express concerns about the solutions
you propose, and your company in general, during the sales cycle. Decision issues provide you with
an opportunity to develop a sales strategy and address customer concerns.
This chapter describes how to use the Decision Issues view to associate customer questions and
concerns with an opportunity. Decision issues are the criteria a prospective customer uses to
evaluate a potential supplier and product before making a decision to buy. It includes the following
topics:
Scenario for Decision Issues on page 407
Creating Decision Issues on page 407
Associating Decision Issues with an Opportunity (End User) on page 408
Adding Decision Issues Details (End User) on page 408
Scenario for Decision Issues

decision issues. Your company may follow a different process according to its business requirements.
A sales representative logs into the Siebel Sales application and discovers a new opportunity for a
software module his company sells. The 2,500-seat opportunity has been qualified by a colleague in
the Telesales department, and the sales representative wants to move forward with the opportunity.
The sales representative reviews the list of contacts, and then calls the main prospect to introduce
himself and gather some initial requirements. Based on this conversation, the sales representative
adds two new decision issues which are important to this prospectcustomer references and search
engines in the software.
Creating Decision Issues

Typically the administrator sets up the list of decision issues. End users associate these decisions
issues with other records, but cannot edit the decision issue text.
To create a decision issue record

1 Navigate to the Administration - Data screen > Decision Issues view.

Decision Issues Associating Decision Issues with an Opportunity (End User)
Associating Decision Issues with an

Opportunity (End User)
After you qualify an opportunity, you can associate the related decision issues with the opportunity
and rank the decision issues in order of importance to the prospect.
To associate a decision issue with an opportunity

2 Drill down on an opportunity record associated with the decision issue.
3 Click the Decision Issues view tab.
4 In the Decision Issues list, create a new record, and complete the necessary fields.
NOTE: Your application administrator enters decision issue data that has been defined in your
company. For more information, see your application administrator.
Adding Decision Issues Details (End

User)
After associating a decision issue with an opportunity, drill down on the decision issue name hyperlink
to access associated views. These views, shown in Figure 16, allow you to enter details that help you
position your companys offerings around the selected issue. By clicking a view tab you can specify
related issues, associate literature, and attach files to the decision issue.
Figure 16. Decision Issues Details View

Decision Issues Adding Decision Issues Details (End User)
To add decision issue details

1 Create a Decision Issue associated with an opportunity as detailed in To associate a decision issue
with an opportunity on page 408.
2 In the Decision Issues list, drill down on the hyperlink in the Decision Issue field.
The selected decision issue read-only form appears with subview tabs, Related Issues, Literature,
and Attachments, as shown in Figure 16.
To add related issues

1 Click the Related Issues view tab, and then click Query.
2 In the Related Issues query form, enter the query information, and then click Go.
To associate literature with the decision issue

1 Click the Literature view tab, and then click Query.
2 In the Literature query form enter the query information, and then click Go.
Select the Auto Update check box if you want to update associated literature when source
literature files are updated.
To associate attachments with the decision issue

1 Click the Attachments view tab, and then click Query.
2 In the query form, click the select button in the Attachment Name field.
3 In the Add Attachment dialog box, specify a file name or URL, and then click Add.
In the Add Attachment dialog box, click Browse to navigate to the file you want to attach.

Decision Issues Adding Decision Issues Details (End User)

37 Enterprise Selling Process

This chapter describes how a sales professional can use Siebel Enterprise Selling Process (ESP)
methodology from Siebel MultiChannel Services to penetrate, cover, and grow large strategic
accountsespecially global accounts.
About Enterprise Selling Process on page 411

Using ESP Methodology to Manage Accounts on page 412
Scenario for Enterprise Selling Process on page 412
Process of Enterprise Selling on page 413
Adding ESP Business Unit and Service Unit Information on page 414
Adding ESP Business and Service Unit Offerings on page 415
Conducting an ESP Organizational Analysis on page 417
Charting the Organizations Reporting Structure on page 418
Adding Partners for ESP Analysis on page 420
Viewing the BU/SU Offering Summary on page 421
Adding ESP Objectives on page 421
Adding ESP Account Plan Highlights on page 422
Viewing an ESP Managers Review on page 423
About Enterprise Selling Process

Enterprise Selling Process is a separately licensed module that integrates with the Siebel Sales
application.
The ESP module helps sales professionals identify the customer's business drivers and initiatives,
uncover opportunities in key business and service units, develop global account strategies, manage
key executive and partner relationships, and coordinate team activities.
The ESP module is designed to support users who are already familiar with the ESP methodology,
based on the learning programs offered by Siebel MultiChannel Services. Users should first complete
an initial account analysis to select the units, opportunities, and partners, using the tools provided
in the ESP workshop. After the analysis, the business units, opportunities, and partners are entered
and tracked using the Siebel ESP module.

Enterprise Selling Process Using ESP Methodology to Manage Accounts
Using ESP Methodology to Manage

Accounts
Siebel Enterprise Selling Process (ESP) software provides support for the Enterprise Selling Process
methodology from Siebel MultiChannel Services. The software module allows account teams to better
make use of the ESP account management methodology to penetrate, cover, and grow large
strategic accounts especially global accounts. Using the software, sales professionals can be more
effective at identifying the customer's business drivers and initiatives, uncovering opportunities in
key business and service units, developing global account strategies, managing key executive and
partner relationships, and coordinating team activities.
The Siebel Enterprise Selling Process software module provides the following features:
Support for the Enterprise Selling Process methodology
An overview of Account Plan Highlights, such as the goal, the value proposition, and the critical
success factors for driving business in the account
A set of objectives for driving business in the account and an action plan for achieving each
objective
Analysis of the offerings that address each business and service unit's needs, along with the
associated revenue from Installed Base, Current, and Potential Opportunities
Automatic creation of an organization chart that visually shows an analysis of key players and
their relationships
Automatic creation of ESP reports including the Account Map and Account Plan
Scenario for Enterprise Selling Process

This scenario provides an example of the business process performed by a sales manager using the
ESP methodology. Your company may follow a different process according to its business
requirements.
An account manager has completed the ESP methodology workshop. At the end of the workshop, she
develops a plan for her account. She plans to use the ESP software module to enter her account plan
information to share with her team, and to track performance over the next several quarters against
the plan.
The account manager begins by launching Siebel Sales and navigating to the Accounts screen. She
selects the targeted account from the list of accounts, and then moves to the Enterprise Selling
Process view to begin her account analysis.
First, the account manager enters the account's business and service units and key information
about each unit such as the unit's culture, her company's level of relationship with the unit, and the
strategy she plans to apply to the unit. This provides her team with important sales information about
each unit that sales team members plan to contact.

Enterprise Selling Process Process of Enterprise Selling
Then, the account manager enters information about the potential, current, and installed base
opportunities by offering for each unit. This information helps the team understand where they have
coverage and penetration in each unit and with which offerings. After the account's units and
opportunities are mapped, the account manager analyzes the organizational structure within the
account. The account manager defines both the formal and informal organizational structures and
determines who is important within the account and whom the team needs to spend more time with
to close the identified opportunities.
The account manager continues by analyzing the partners involved with this account so she can
identify and use partnership capabilities within the key business and service units. The manager
enters her value proposition, goal, critical success factors and objectives for the account based on
her analysis. She then enters activities that are necessary to meet each objective, and assigns
objectives to the appropriate team member. This allows the account manager to coordinate with her
team in a goal-oriented fashion.
When the account manager is ready to share her Account Plan, she runs the report and emails it to
her team and manager. Her manager can also review the report online and enter her comments in
the Manager's Review form.
Process of Enterprise Selling

The Enterprise Selling Process (ESP) module consists of eight views. Information provided in these
views comprises the overall account plan. The ESP Account Plan and the ESP Account Map reports
can be automatically generated from the ESP module.
The procedures associated with the eight ESP views describe how to use the Enterprise Selling
Process module.
1 Adding ESP Business Unit and Service Unit Information on page 414
2 Adding ESP Business and Service Unit Offerings on page 415
3 Conducting an ESP Organizational Analysis on page 417 and Charting the Organizations
Reporting Structure on page 418 (Organizational Analysis)
4 Adding Partners for ESP Analysis on page 420

5 Viewing the BU/SU Offering Summary on page 421
6 Adding ESP Objectives on page 421
7 Adding ESP Account Plan Highlights on page 422
8 Viewing an ESP Managers Review on page 423
9 While you are in a view, click Reports to see a list of the available preconfigured reports for the

Enterprise Selling Process Adding ESP Business Unit and Service Unit Information
Adding ESP Business Unit and Service

Unit Information
The Business Unit and Service Unit (BU/SU) Overview helps you segment the account into more
manageable business and service units. Each business or service unit in your account has different
characteristics that affect your ability to sell into the unit. This view helps you profile each unit to
determine these characteristics. It also helps you to make decisions about where to apply your
resources and how to successfully integrate into the organization.
To add BU/SU overview information

3 Click the Enterprise Selling Process view tab.
4 In the lower link bar, click BU/SU Offering Summary.
5 In the list, create a new record, enter a name for the business or service unit, and then complete
the fields.
The following table describes the fields in the BU/SU Overview record.
Field values are discussed during methodology training, and are available as part of the
methodology documentation.
Field Comments
Culture A list of values that defines the culture (sales environment and sales
approach) favored by the business or service unit. Examples are
Entrepreneurial, Individualistic, Bureaucratic, and Collaborative.
Strategy Type A list of values that defines your strategy to penetrate, cover and grow the
relationship with the business or service unit. The values are Create, Exit,
Expand, Protect, and Pursue.
Initiatives A text field that allows you describe the initiatives on which you plan to
focus for the business or service unit. Example are improve ROI by 10%
and increase customer satisfaction.
Level of Your companys perception of its relationship with the business or service
Relationship unit. Examples are Problem Solver, Trusted Advisor, and Credible Source.
Marketing Enter information in this text field about an existing marketing campaign
or new marketing campaign that you want to apply or develop for this
business or service unit.
6 Repeat Step 5 for each Business or Service Unit in the account.
NOTE: If you are using ESP to analyze an account that has associated child accounts, the child
accounts automatically appear in the BU/SU Overview list.

Enterprise Selling Process Adding ESP Business and Service Unit Offerings
Adding ESP Business and Service Unit

Offerings
The Offerings view helps sales professionals to identify opportunities to sell their offerings (products
and services) into key business or service units in the account. The sales professional can use this
view to maintain a balance of current and future revenue in the account. It also helps to identify
opportunities for greater account penetration.
To add offerings
5 In the Business/Service Unit field, drill down on the hyperlink of the unit to which you want to
add offerings.
The name of the unit you drilled down on appears in the Account form at the top of the screen.
The Offerings view is displayed. To add offerings, the Account Type must be ESP BSU. When the
Account Type is set to ESP BSU, the New button is inactive in the BU/SU Offering Summary view
and in the Objectives view. This behavior is controlled by the business component user property
Parent Read Only Field.

Enterprise Selling Process Adding ESP Business and Service Unit Offerings
6 In the Offerings list, create a new record, and complete the necessary fields.
Field Comments
Potential Oppty A Potential Opportunity has long-term revenue implications and ties to the
Name customer's business initiative. The opportunity may or may not occur and
may be classified as unqualified. Click the select button in this field to add
existing opportunities, or to create new opportunities.
Potential Oppty The revenue classified as Potential that is associated with the opportunity.
Revenue
Current Oppty A Current Opportunity is in the sales cycle and has a significant associated
Name revenue or market value. The opportunity can be the result of a new or
installed business. Click the select button in this field to add existing
opportunities, or to create new opportunities.
Current Oppty The revenue classified as Current that is associated with the opportunity.
Revenue
Install Base An Installed Base opportunity can be categorized in one or more of the
Name following groups.
Servicing and maintaining
Upgrades, add-ons
Contract extensions
Non-competitive
Click the select button in this field to add existing opportunities or to create
new opportunities.
Install Base The revenue classified as Install Base that is associated with the
Revenue opportunity.
Value to Choose a numeric value to indicate your assessment of how critical the
Customer initiative is to the enterprise's overall strategy.
Value to Us Choose a numeric value after evaluating the following factors.
Short-term revenue potential
Future revenue potential
Profitability
Degree of risk
Strategic value
NOTE: You can enter the revenue associated with potential opportunities without creating a new
opportunity in the database.

Enterprise Selling Process Conducting an ESP Organizational Analysis
7 When you have finished identifying opportunities in the unit for your offerings, navigate back to
the BU/SU Overview view, select a new unit, and repeat Step 5 and Step 6.
Conducting an ESP Organizational

Analysis
Using the Organizational Analysis view, sales professionals can map the structure and politics of the
customer's organization to build and expand the relationship with the customer. After completing
additional assessments to identify the most influential people and how to use these relationships,
sales professionals can automatically create formal and informal organizational charts that visually
summarize their contact analyses.
To conduct an organizational analysis

You can conduct an organizational analysis at the Account level or at the Business/Service Unit
level.
4 Perform the following steps to conduct an Account-level Organizational Analysis.
a In the lower link bar, click Organizational Analysis.
The Organization Chart view appears, showing all contacts associated with the account.
b Proceed to Step 6 of this procedure.
5 Perform the following steps to conduct a Business/Service Unit Organizational Analysis.

a In the BU/SU Offering Summary list, drill down on the name hyperlink of the unit for which you
are conducting an organizational analysis.
The name of the unit appears in the Account form at the top of the screen. The Offerings view
is automatically displayed.
b In the lower link bar, click Organizational Analysis.
The Organization Chart view appears, showing all contacts associated with the unit.
c Proceed to Step 6 of this procedure.
NOTE: In the Organizational Analysis view, you can toggle between the Organization Chart
view and the Contacts list view. Contacts previously associated with the account or unit
automatically appear in both views. The contacts shown in the Contacts list appear in the
Organization Chart view.
6 From the drop-down list in the Organizational Analysis view, choose Contacts.
All the contacts that have been created for the account or business unit or service unit are
displayed.

Enterprise Selling Process Charting the Organizations Reporting Structure
7 In the Contacts list, create a new record, and complete the necessary fields to associate an
existing contact with the account or unit.
To create a new contact record, click New in the Add Contacts dialog box.
NOTE: You can also create contacts by clicking New on the Organization Chart. If you create a
new contact from the Organization Chart, an explicit Save is required to return to the
Organization Chart view.
8 In the Contacts list, analyze each contact based on the criteria taught in the ESP methodology
training program.
The criteria includes Role, Your Status, Level of Influence, Adaptability to Change, and Coverage.
The Level of Influence value for the contact determines the degree of shading that appears in
the Contact node in the Organization Chart. The following table describes the shading associated
with the Level of Influence value.
Value in Level of Influence Field Shading on Organization Chart
Low None
9 In the Contacts list, use the drop-down list to toggle to the Organization Chart view. For more
information, see Charting the Organizations Reporting Structure on page 418.
Charting the Organizations Reporting

Structure
The Organization Chart displays nodes (boxes) that contain information for each of the contacts you
have analyzed and associated with the account or contact. Figure 17 shows a contact node with
associated information.
Figure 17. Contact Node
You can visually represent the formal hierarchy in the organization by creating the Organization
Chart for the account or unit.

Enterprise Selling Process Charting the Organizations Reporting Structure
To represent a reporting structure

1 In the Organization Chart view, select the contact node and drag it beneath the node that
represents the manager of the contact.
After you drop the contact node on the manager node, a line between the nodes appears,
2 Repeat this process for each contact until you have completed the organization chart.
NOTE: The reporting relationships are also stored in the Contacts list (toggle view). Information
about the manager of the contact appears in the fields Manager Last Name, and Manager First
Name. To expose this information in the list, click the menu button, and then select Columns
Displayed.
To delete contacts from the organization chart

1 In the Organization Chart view, select the contact node, right click, and choose Edit > Delete
from the menu.
You can also delete a contact by selecting the contact node, and then pressing the DELETE key.
2 To confirm the deletion, click OK.
When you delete a contact, the contact is removed from the contacts list as well as the
organization chart.
Using the Organization Chart to Draw Lines of Influence

You can also map the political structure in the account or unit organization by identifying informal
lines of influence for contacts. This feature helps you identify contacts who are not highly ranked
(and are easier to access) but who have significant influence on key decision makers.
Lines of Influence information is automatically updated in the Relationships view of the Contacts
screen. You can add lines of influence in the Relationships view if you prefer.
To draw a line of influence

1 Depress the CTRL key throughout this process. In the Organization Chart view, select the
contact.
2 Select the contact node, and then drag and drop the contact node onto other contacts to draw
the lines of influence.
To delete lines of influence

Select the line, and then press the DELETE key.
You can also select the line, right click the mouse, and then choose Edit > Delete from the menu.

Enterprise Selling Process Adding Partners for ESP Analysis
Printing the Organization Chart

You can print the Organization chart for distribution to your sales team.
NOTE: To print the organization chart use the right-click menu from the Organization Chart view.
To print an organization chart

1 In the Organization Chart view, right-click your mouse.
2 From the menu, choose the Zoom level at which you want to print the chart.
Adding Partners for ESP Analysis

The Partners view helps you to analyze and execute key partnership strategies while identifying and
using partnership capabilities across the enterprise. This view also helps you develop initiatives used
to engage key partners.
To add a partner
5 In the list, drill down on the name hyperlink for the unit to which partners will be added.
The name of the unit appears in the Account form at the top of the screen. The Account Type
must be ESP BSU to add partners to the unit.
The Offerings list appears below the Account form.
6 In the lower link bar, click Partners.
7 In the Partners view, create a new record, and complete the necessary fields.
NOTE: Partners are stored as Accounts in the database. The Partner flag is checked in the Add
Accounts dialog box.
8 Navigate back to the BU/SU Offering Summary to add partners to another unit.
9 Select a new business or service unit, and repeat Step 7.
To add a contact
1 In the Partners list, select the partner, and drill down on the hyperlink in the Name field.
The Accounts screen, Contacts view appears.
2 In the Contacts list, click Add to select an existing contact.
Click New to add and enter information on a new contact.

Enterprise Selling Process Viewing the BU/SU Offering Summary
3 In the Add Contacts dialog box, select a contact, and then click OK.
NOTE: You can select multiple contacts by holding down the SHIFT key and selecting multiple
contacts.
To add activities
1 In the Contacts list, drill down on the hyperlink in the Last Name field.
The Contacts detail form and Activities view appears.
If you select Calendar and Activities in the Display In field, you must specify a Start date and
time for the record to appear in the Calendar.
To delegate the activity, click the select button in the Owner field, and from the Pick Assigned To
dialog box, select the owner of the activity. For more information, see Chapter 13, Activities.
Viewing the BU/SU Offering Summary

The BU/SU Offering Summary is a read-only view that allows you to see all the offerings (and
associated opportunities) you have added to each business and service unit in the account.
NOTE: Verify that the account name in the Account form does not show one of your units. You must
select the main account for which you are conducting the ESP analysis to see all the offerings by unit.
To view BU/SU offerings


The offerings associated with each unit in the account appear. You can also see the potential,
current, and installed base opportunities for each offering associated with each unit.
Adding ESP Objectives

The Objectives view helps the sales professional to develop an initial plan for the account. Sales
professionals can create specific types of objectives (for example, Business Development, Revenue,
and Cross-Account) for each unit or resource to improve strategic planning and account team
coordination.
The defined objectives link to an Action Plan form that sales professionals can use to develop action
plans to achieve each objective they set. Moreover, the sales professional can verify that the action
plan is implemented, because the activities assigned in the Action Plan form automatically appear in
the assignees activities list.

Enterprise Selling Process Adding ESP Account Plan Highlights
To add objectives
4 In the lower link bar, click Objectives.
Field Comments
Unit or Resource The Unit or Resource for which you are creating the objective. Units
can be a business or service unit, opportunities, offerings, or groups
of units. Examples of Resource names are Marketing, Customer
Satisfaction, or Partners.
Objective Type The type of objective being defined. Choose from the three primary
objective types, Cross Account, Revenue, and Business Development.
Objective The objective for the unit or resource.
Strategy A text entry field. Enter a statement that explains how the objective
will be achieved.
6 Drill down on the Unit or Resource hyperlink.
The Objective details form appears with the Action Plan list.
7 In the Action Plan list, create a new record, and complete the necessary fields.
The Actions you create in the Action Plan list appear in your Activities, Calendar, and To Do List,
based on the Display In value you selected. To appear in the Calendar, the start date for the
action must be entered.
Adding ESP Account Plan Highlights

The Account Plan Highlights view allows the sales professional to enter the achievement goals for
the account. The sales professional can communicate the strategic plans for the account to the sales
team and to sales management, using the Account Goal, Value Proposition, and Critical Success
Factor fields.
Goal. The account goal is a statement that describes the level of business you desire with the
customer within the next few years. Express the goal, if possible, in terms of relationship and
revenue.
Value Proposition. The value proposition is a statement that describes your value to the
customer. The value proposition should be written from the perspective of the customer.
Critical Success Factor. Specific to the ESP Account Plan, critical success factors are the events
or resources necessary to the success of your plan.

Enterprise Selling Process Viewing an ESP Managers Review
To add account plan highlights

4 In the lower link bar, click Account Plan Highlights.
5 Enter statements in the Goal and Value Proposition fields.
6 Enter a statement in the Critical Success Factors field.
Viewing an ESP Managers Review

The sales manager uses the Manager's Review view to enter an assessment of the sales
professional's ESP account plan. The manager can add comments in the Managers Review, which
includes the date of each review.
The sales representative and other nonmanagers have read-only access to this view.
To view a managers review

4 In the lower link bar, click Managers Review.

Enterprise Selling Process Viewing an ESP Managers Review

38 Target Account Selling

This chapter describes how the Target Account Selling (TAS) module integrates with Siebel Sales to
help sales professionals win deals. The TAS module provides automated support and coaching to help
sales professionals in the following ways:
Assess opportunities, relationships with key customer contacts, and their competitive position
Develop competitive and relationship strategies to win the deal
Execute the strategy and track progress against the action plan
The TAS opportunity management methodology is a separately licensed offering developed by Siebel
MultiChannel Services.
Using Target Account Selling to Manage Opportunities on page 425
Scenario for Target Account Selling on page 426
Process of Target Account Selling on page 427
Completing a TAS Overview on page 428
Assessing an Opportunity on page 430
Developing Strategy with TAS Competitive Analysis on page 433
Conducting an Organizational Analysis on page 434
Developing a Relationship Strategy on page 437
Adding Customer Milestones on page 438
Viewing PRIME Activities on page 439
Adding Notes on page 440
Using Target Account Selling to Manage

Opportunities
The Target Account Selling module provides full support for the Target Account Selling (TAS) sales
methodology from Siebel MultiChannel Services. Using the Target Account Selling methodology and
the Target Account Selling module, sales professionals can assess opportunities, conduct
organizational and competitive analysis, and develop and execute effective sales strategies.
The Siebel Target Account Selling software module provides the following features:
Full support for the Target Account Selling methodology

Target Account Selling Scenario for Target Account Selling
A TAS Coach to help sales professionals assess their opportunities, including Tips to reinforce key
concepts in the TAS methodology
A TAS Coach that recommends what competitive strategy to take, and identifies the pros and
cons of the recommended strategy
Automatic creation of the Organization Map that allows you to view both the formal hierarchy
and lines of influence in the customer organization. This helps sales professionals develop
relationship strategy
Support in identifying and ranking the decision criteria of each contact
Team planning to make sure that key Customer Milestones are addressed
Automatic creation of the TAS Opportunity Plan. The report can be configured to print selected
sections
Automatic creation of the TAS Initial Plan
The TAS Opportunity Plan template that generates an editable Microsoft Word file (available to
customers who have the separately licensed Proposal Generator)
Scenario for Target Account Selling

This scenario provides an example of the business process performed by a sales manager using the
Target Account Selling (TAS) methodology. Your company may follow a different process according
to its business requirements.
A sales representative meets with a customer and discovers a new opportunity. The sales
representative plans to use the Target Account Selling (TAS) methodology from Siebel MultiChannel
Services (MCS) to develop a sales strategy for this new deal. TAS is supported by her Siebel Sales
application, allowing the sales representative to analyze the opportunity and its multiple decision
makers.
Opportunity Assessment
The sales representative selects the opportunity within Siebel Sales, and navigates to the Target
Account Selling views to begin the process. She sees several views that she can use to profile and
assess the opportunity, develop her value proposition and competitive strategy, and create a detailed
action plan to achieve her goals.
She begins by developing an overview of the opportunity. She enters some high-level information,
including a profile of the account and the opportunity. This information provides strategic insight that
her sales team can use and helps her to connect the project to the customers business drivers. The
sales representative also enters details about her goal for the opportunity, the solution she is
offering, and the business value this solution provides. She continues by entering a description of
the compelling event that is causing the customer to act. This helps her to determine the customers
sense of urgency to close the deal. She concludes by summarizing her high-level strengths and
weaknesses for the deal.

Target Account Selling Process of Target Account Selling
Now that she has a general overview of the opportunity, she begins to assess her position using the
TAS criteria that Siebel MCS has developed from analyzing the best practices of top sales
professionals. She also rates the position of her key competitors using these criteria. She uses the
TAS Coach on the Assessments screen to help her complete the assessment. The assessment helps
her qualify the opportunity and understand her companys position in the deal.
Competitive and Relationship Strategy Development

Next, the sales representative begins to analyze her competitors for the opportunity and to
determine what strategy she should use to win the deal. She uses the TAS Coach, available from the
Competitive Analysis screen, for competitive strategy recommendations.
She continues by analyzing the prospects organization. She maps both the formal and informal
structures so that she can be sure she is spending time with the right contacts. When she completes
the analysis, she views the organizational chart that summarizes her assessment and identifies key
players and relationships she can use to close the deal.
Now that she knows who to talk to, the sales representative begins to develop a relationship strategy.
She enters the business and personal agenda, as well as key decision issues, for each contact. This
preparation helps her to determine what message to deliver to each contact.
Strategy Execution
The sales representative is now prepared to develop her action plan to win the opportunity. First, she
navigates to the Customer Milestones view to document key events or milestones in the customers
buying process. This view helps her plan the activities that she and her sales team should take to
address the customers requirements at each milestone. Then, she enters key action steps and
resources needed and assigns the actions to members of her sales team. She can choose to have
the activities appear in her calendar, activities, or to-do list, or in those of another assignee. She
navigates to the PRIME Activities view where she can see all the activities she created to meet
customer milestones, as well as add action items required to win the deal. She also makes some
additional notes about the opportunity and makes the notes available for the entire team to view.
The sales representatives manager requests a copy of the TAS Opportunity Plan. The sales
representative configures the report to display relevant sections of the Opportunity Plan, generates
the report, and then emails it to her manager.
Process of Target Account Selling

Siebel Target Account Selling (TAS) consists of eight views that automate the steps in the TAS
methodology. The TAS Initial Plan report and the TAS Opportunity Plan report can be generated from
the TAS module.
The TAS Opportunity Plan template is available with Siebel Proposal Generator (a separately licensed
module), which automatically creates the Opportunity Plan using Microsoft Word.
The procedures associated with the Target Account Selling views describe how to use the Target
Account Selling module.
1 Completing a TAS Overview on page 428

Target Account Selling Completing a TAS Overview
2 Assessing an Opportunity on page 430
3 Developing Strategy with TAS Competitive Analysis on page 433
4 Conducting an Organizational Analysis on page 434.
5 Viewing PRIME Activities on page 439 (for relationship strategy)
6 Adding Customer Milestones on page 438
7 Viewing PRIME Activities on page 439 (for PRIME activities)
8 Adding Notes on page 440
9 While you are in a view, click Reports to see a list of the available preconfigured reports for the
Completing a TAS Overview

The Overview view provides a starting point that sales professionals can use to consolidate their
observations about the account and opportunity and share strategic insights with their sales teams.
Using this view, sales professionals can profile their customers important business initiatives and
requirements. In addition, sales professionals can summarize the strategic goal, value proposition,
and overall position.
To complete a TAS overview

2 Drill down on an opportunity record.


Target Account Selling Completing a TAS Overview
4 In the first form, complete the necessary fields.
The following table describes the fields.
TIP: Position the pointer on the information icon to see information on the view.
Field Comments
Customers Business Describes the customer's business conditions. Identify the

Profile customer's major lines of business, affiliations, products, and
markets. Include information about recent mergers and
acquisitions.
Customers Revenue The customer's annual revenues or sales.
Fiscal Year End The month and day in which the customer's 12-month accounting
period ends.
Customers Profit The customer's annual profit.

Target Account Selling Assessing an Opportunity
5 In the Overview form, complete the necessary fields.
The following table describes the fields.
Field Comments
Opportunity Profile Describes the customer's project or application. Identify the

customer's business objectives for the project, the total cost and
budget for the project, and how the project affects the customer's
overall business.
Customers Compelling Describes what is driving the customer to make a decision or change
Event the current situation. Identify the payback if the customer makes a
change, or the consequences if they do not act. Note the specific
date associated with the consequences or payback.
Critical Success Factors Identifies actions you, the competition, and your customer must do
for you to win this opportunity.
Our Strengths Identifies business, organizational, and political issues that give
your sales team an advantage in the deal.
Goal Describes your desired, long-term position with the customer.

Identify how a closer relationship with you advances the attainment
of their business goals. Include the long-term gain for your business
such as future or strategic value.
Our Solution Describes the solution you plan to offer to the customer. Address
how the solution works in the customer's environment and how it
meets their compelling event. Include any alliances or business
partner solutions required to make it operational for the customer.
Our Weaknesses Identifies business, organizational, and political issues that could
put your sales team at risk in the deal.
Our Unique Business Describes your value proposition. Make sure it is specific to this
Value customer, defines a measurable business result, and creates
credibility by proving your ability to deliver. The value proposition
should be confirmed with the customer, and differentiate you from
your competitors.
NOTE: If this is a new opportunity, you must create a new record and associate it with an account
before you can enter text in the Customers Business Profile field. For more information, see
Chapter 28, Opportunity Workflows.
Assessing an Opportunity
Sales professionals can use the Assessments view to evaluate the opportunity using criteria
developed by Siebel MultiChannel Services. Assessments must be completed before determining the
best strategy. An assessment focuses on the following four key questions:
1 Is there an opportunity?

2 Can we compete?
3 Can we win?
4 Is it worth winning?
Sales professionals assess their organizations position and the position of their top competitors
against these criteria. As the sales campaign progresses, sales professionals repeat this assessment
and then compare the results to past assessments to evaluate and monitor their position at each
sales stage.
The first few times an assessment is performed, use the TAS Coach to help evaluate and answer each
set of assessment questions. After a number of assessments are performed and you are familiar with
the criteria and methodology, use the Assessment form to rate the criteria.
To begin an assessment
4 In the lower link bar, click Assessments.
The Assessments list includes all the assessments you and your sales team have performed to
date. Use the Assessments list to compare opportunity assessments for your company and your
competitors.
5 In the Assessments form, create a new record.
6 In the new record, the Assessment For field defaults to Our Company for self assessments. If you
are assessing a competitors position, specify the competitor.
7 In the Assessments form, click TAS Coach and complete the assessment criteria questions.

Using the TAS Coach

The Assessment TAS Coach, shown in Figure 18, uses Siebel SmartScripts technology to help sales
professionals evaluate opportunities. The explorer pane expands to show the individual questions in
each question set, and the form at right provides information on assessment considerations and
rating selection.
Figure 18. TAS Coach Screen
To perform an assessment using TAS Coach

1 Assess the position of each of the criteria in the Assessments list by selecting a plus (+), a minus
(-), or a question mark (?) from the drop-down list.
2 Click Next to advance to the next set of criteria questions.
Click Previous to return to criteria you have already assessed.
Click Cancel to return to the Assessments view without saving the assessment.
If you want to pause in the middle of a TAS Coach assessment, and then return to the
assessment at a later time, click Finish Later. The assessment does not appear in the
Assessments list until it is completed.
Your assessment is saved in the SmartScripts screens My Saved Session view. Use Site Map to
navigate to the SmartScripts screen.
If you do not have enough information to answer the question, select the question mark (?).
3 When you have rated all criteria, click Finish to return to the Assessments list.
NOTE: You must click Finish to save the criteria ratings.

Target Account Selling Developing Strategy with TAS Competitive Analysis
Developing Strategy with TAS

Competitive Analysis
The Competitive Analysis view helps sales professionals to develop competitive strategy. For each
competitor, the sales team can evaluate strengths and weaknesses and anticipate the competitors
strategy. The view also help the sales team to assess its own position against the competitor and to
refine its strategy to win the deal.
Use the TAS Coach to help you establish your sales strategy. TAS Coach provides recommendations
based on the information you enter.
NOTE: If you use the TAS Coach to refine your strategy, enter information in the Our Competitive
Strategy field. If you are analyzing a competitors strategy, enter the information in the Competitors
list.
When you determine what your strategy will be, enter a summary in the Our Competitive Strategy
text field in the Competitive Analysis view.
To add competitive analysis information

4 In the lower link bar, click Competitive Analysis.
5 In the Competitors list, create a new record, and complete the necessary fields.
After you have analyzed your competitors, you determine the strategy you will take in the deal.
Enter your strategy, based on what you think the competitor will do, in the Our Competitive
Strategy field.
Using the TAS Coach for Competitive Analysis

The TAS Coach can help you develop a competitive strategy after you have completed the TAS
Assessment for your company and competitors. You can also answer TAS Coach questions from your
competitors' perspective to help you anticipate the strategy that competitors are likely to take. You
may need to refer to your assessment criteria ratings during a TAS Coach session, and may want to
review or print the assessments.
To use the TAS Coach for competitive analysis


4 In the lower link bar, click Competitive Analysis.

Target Account Selling Conducting an Organizational Analysis
5 In the Competitive Strategy form, click TAS Coach.
The TAS Coach screen appears, as shown in the following figure, detailing strategy types such
as Fragment, Frontal, and Disengage, and includes a description of how to use the TAS coach.
6 During the TAS Coach session, answer each question presented, and then click the Continue
hyperlink to proceed to the next question.
During the session, an interim evaluation of each answer is provided, outlining the relevant
issues that you must consider.
Click the Back hyperlink to return to a previous question.
At the conclusion of the session, TAS Coach recommends the type of strategy to take.
7 At the TAS Coach Recommends screen, drill down on the Click here for variations hyperlink for
additional strategy options.
8 When you complete the TAS Coach session and review the TAS Coach recommendation, click the
Back arrow to return to the Competitive Analysis view.
9 Enter the strategy you will take in the Our Competitive Strategy field.
Conducting an Organizational Analysis

Sales professionals can use the Organizational Analysis view to create formal and informal
organizational charts that visually summarize their contact analyses.
The Organizational Analysis view toggles between a Contacts list and an Organization Map. Contacts
previously associated with the opportunity automatically appear in both views. The contacts shown
in the Contacts list appear in the Organization Map view.

The toggle control list is shown in Figure 19. You can click New in either the Contacts list view or the
Organization Map to create contact records. Position the pointer on the information icon to display
information on the view.
Figure 19. Organizational Analysis View, Contacts List, and Organization Map Toggle
Regardless of which view you use to create or select contacts, analyze each contact based on the
criteria taught in the Target Account Selling methodology training program. This criteria includes
Buying Role, Your Status, Level of Influence, Adaptability to Change, and Coverage.
The Level of Influence that you assign to each contact determines the degree of shading that appears
in the contact node in the Organization Map. Table 87 explains the contact node shading for each
value in the Level of Influence field.
Table 87. Level of Influence Shading for Contacts
Value in Level of Influence Field Shading on Organization Chart
Low None
You can also map the politics in the customer organization by identifying formal and informal lines
of influence between contacts. Mapping informal lines of influence helps you identify contacts who
may not be ranked highly (and are easier to access) but have significant influence on key decision
makers.
To begin an organizational analysis

4 In the lower link bar, click Organizational Analysis.
The Organization Map view appears.
5 Add new contacts.
You can also add new contacts by choosing Contacts from the drop-down list and entering the
contacts in the list.

To create the Organization Map

1 In the view drop-down list toggle, select Organization Map.
The organizational chart displays the nodes (boxes) containing information for each of the
contacts you have analyzed and associated with the opportunity.
The following figure shows an example of a contact node (box) with the Level of Influence
shading of dark gray. The node includes information about the contact, such as the contacts title
and other contact analysis information (Decision Maker, Mentor).
You can visually represent the formal hierarchy in the organization by creating the Organization
Map of key contacts in the deal.
2 Select the contact node and drop it on top of the contact node that represents the contacts
manager.
When you drop the contact node on the manager node, a line appears between the nodes,
3 Repeat this procedure for each contact until you have completed the organization chart.
NOTE: The reporting relationships are also stored in the Contacts list (toggle view). The Manager
Last Name and Manager First Name fields in the contact record are automatically populated. To
expose this information in the contacts list, click the menu button, and then choose Columns
Displayed.
To delete contacts on the Organization Map

Right-click on the contact node and choose Edit > Delete from the menu.
NOTE: Contacts deleted from the organization map are no longer associated with the opportunity.
However, the contact record still exists in your Contacts screen list.
To draw lines of influence

1 In the Organization Map, press the CTRL key and simultaneously select the contact.
2 Drag and drop the selected contact node on other contacts to draw the lines of influence.
The CTRL key must be depressed throughout this process for the informal line of influence to
appear.
NOTE: This information is automatically updated in the Relationships view of the Contacts
screen. You can indicate lines of influence in the Relationships view if you prefer.

Target Account Selling Developing a Relationship Strategy
To delete lines of influence on the Organization Map

Right-click on the line and choose Edit > Delete from the menu.
To print the Organization Map

1 Right-click on the Organization Map and select Zoom from the menu.
2 Choose the Zoom level at which you want to print the chart.
3 Right-click the Organization Map again and choose Print from the menu.
The Organization Map prints at the selected zoom level. Large charts print across multiple pages.
NOTE: The Organization Map does not print in the Initial Plan Report or Opportunity Plan Report.
You must print it from the Organization Map view using the right-click menu.
Developing a Relationship Strategy

Information captured in the Relationship Strategy view helps sales professionals develop a
relationship strategy for each of the key players for an opportunity. The view allows sales teams to
share their understanding of the business and personal decision issues for each contact.
To add relationship strategy information

4 In the lower link bar, click Relationship Strategy.
5 In the list, create a new record.

6 From the Add Contacts dialog box, select the contact or contacts you want to add, and then click
OK.
NOTE: All contacts added in the Organization Map automatically appear in the Contacts list, and
all contacts added in the Contacts list appear in the Organization Map.
7 In the Relationship Strategy list, complete the Business Agenda, Personal Agenda and
Relationship Strategy fields for each contact.
You only need to complete this information for key players in the organization, based on their
role, level of influence, and rank.
8 Add decision criteria:
a In the Relationship Strategy list, select a contact.
b In the Decision Criteria list, create a new record, and complete the necessary fields.
NOTE: The administrator may want to create a record called Custom that users can select from
the list of decision criteria. This record can be used to track issues that are unique to the contact
and do not already exist in the database.

Target Account Selling Adding Customer Milestones
Adding Customer Milestones

Milestones are formal steps in the customers buying process. The Customer Milestones view helps
sales professionals identify and track customer requirements that must be met as the sales cycle
progresses. After the milestones are set, use the Our Activities list to target specific activities that
need to be accomplished to meet each milestone. These activities might include formal
presentations, product demonstrations, benchmarks, proposals, and other activities required to
make the sale. Figure 20 shows the Customer Milestones list, and the activities associated with the
selected milestone in the Our Activities subview list.
Figure 20. Customer Milestones View with Associated Activities
Milestones are similar to Activity Plan templates that are created with predefined activities. For
example, the initial milestone, Request Offering, is associated with recommended activities to be
performed by you and your sales team. These activities might include understanding the problem or
opportunity, defining the customers Compelling Event and confirming the budget, completing an
opportunity assessment, and developing an organization map for the customers business.
A sample of customer milestone types is included with the Siebel Sales application. Your
administrator can change the milestones, based on your business needs. You and your sales team
can create, edit and delete activities associated with the milestones that address the opportunity.
To add a milestone
4 In the lower link bar, click Customer Milestones.

Target Account Selling Viewing PRIME Activities
5 In the Customer Milestones list, create a new record.
The current date appears in the Date field.
6 In the Event field, select the type of event from the list.
A set of suggested activities appears in the Our Activities list. You must save the type of event
for the activities to appear.
7 In the Description field, enter a description of the milestone event.
8 In the Customer Responsibility field, choose the customer contact who is the key contact and
owner of the milestone event.
Repeat the procedure until you have entered all key milestone events. Review the recommended
activities for each milestone before adding new milestones.
To add associated activities to each milestone

1 Follow the procedure To add a milestone on page 438 to create a customer milestone.
2 In the Our Activities list, add a new activity record and complete the fields.
a In the Type field, choose the activity type from the list.
b In the Display In field, choose where you want the activity to appear.
If you choose Calendar and Activity as the display method, you must enter a start date for
the activity for it to appear in the calendar.
c In the Resources text field, describe the resources required to support the activity.
d If the activity will be delegated, for example, from a manager to a member of the sales team,
click the hyperlink in the Owner field, and query for the new owner in the Employees list.
The default owner is the User ID of the activity creator.
Viewing PRIME Activities

The PRIME Activities view helps sales professionals develop the necessary action steps to execute
the strategy and win the opportunity. The PRIME acronym underscores the initiatives that are used:
Prove your value
Retrieve missing information
Insulate against competition
Minimize your weaknesses
Emphasize your strengths
These activities can be assigned with due dates to members of the sales team and automatically
appear in individual calendars and activity lists. Use this view to update the entire sales team, and
to measure progress while implementing the sales strategy.

Target Account Selling Adding Notes
All the activities created in the PRIME Activities view automatically appear in the Activities view
associated with the opportunity. Your sales organization may wish to standardize on one of these
views.
Activities created in the Our Activities list in the Milestones view also appear in the PRIME Activities
list, providing a method for tracking. (In the Customer Milestones list, you must select the milestone
to see the associated activities.)
Using this view, you can create activities that are not specific to milestones, such as follow-up actions
associated with assessments and the organizational analysis.
To add PRIME activities

4 In the lower link bar, click PRIME Activities.
Identify the actions and resources required to implement your strategy, and then select a
member of your sales team who is responsible for the activity.
Adding Notes
The Notes view consolidates comments (for example, notes and directions) created by various
members of the sales team. These can be marked for general viewing or can be kept private. The
Notes view allows the sales team to aggregate and track observations about the opportunity
throughout the sales process.
To add a note
3 Click the Notes view tab.
4 Select Public Notes or Private Notes from the link bar in the Notes view.
5 In the Notes view, create a new record.
The Created field is completed automatically.
6 Complete the Description field.

39 Managing Portfolios
This chapter describes how a portfolio manager can use the Portfolio Management Process (PMP)
methodology in Siebel applications to manage accounts and complex relationships with customers
and partners. It includes the following topics:
About the Portfolio Management Process on page 441
Scenario for Managing a Portfolio on page 442
Roadmap for Managing Portfolios on page 443
Creating a Portfolio Plan on page 443
Process of Segmenting Accounts on page 445
Process of Analyzing the A Accounts on page 447
Process of Analyzing B, C, and D Accounts on page 448
Performing a Manager Review of a Portfolio Plan on page 455
About the Portfolio Management Process

PMP is an account-based, structured methodology for sales professionals who manage a portfolio of
accounts, and who must be responsible for, penetrate, retain, and grow those accounts. A portfolio
contains a set of accounts organized by industry application, geographic location, and so on.
Typically, a portfolio contains strategically important accounts that represent high-potential business
for the sales organization.
PMP is designed to help portfolio managers perform the following activities:
Analyze accounts in their portfolio to reveal the accounts with highest revenue potential.
Engage the high-potential accounts in their portfolio.
Direct and manage resources to close as much business as possible.
Manage complex relationships with customers and partners.
PMP separates a group of accounts into four segments, as shown in Table 88.
Table 88. Segmentation Groups in Portfolio Management Process
Group Comments
A Accounts that offer significant sales potential and deserve significant sales effort.
B Accounts that make a significant current revenue contribution and are meeting
targets.

Managing Portfolios Scenario for Managing a Portfolio
Table 88. Segmentation Groups in Portfolio Management Process
Group Comments
C Accounts that are valued, but do not make a significant contribution and offer
limited future potential.
D Accounts that have little or no revenue potential today. Insufficient data exists to
accurately assess potential.
PMP plots the accounts in each group on a segmentation map. Each quadrant corresponds to an A,
B, or C segment. PMP plots the D segment separately.
The PMP methodology is integrated with Siebel applications. The PMP methodology integrated in
Siebel applications is licensed from, and is the intellectual property of, The TAS Group.
Scenario for Managing a Portfolio

This topic gives one example of how portfolio managers might use the Portfolio Management Process
You might use the Portfolio Management Process differently, depending on your business model.
A portfolio manager has ten accounts and must analyze the accounts, and decide how best to focus
the resources.
The portfolio manager logs in to Siebel Sales and navigates to the Portfolio Management Process
view. The manager creates a new portfolio plan. A portfolio plan is the means by which portfolio
managers capture their intentions about how to drive revenue from a portfolio.
The manager adds ten accounts to the plan, and then performs the following tasks to segment the
accounts:
1 Assesses current revenue. The portfolio manager enters the period for which they want to
assess the revenue for the account. The revenue for this period is displayed in the application,
separated into closed and committed revenue.
The portfolio manager then selects a current revenue breakpoint. This breakpoint determines
which accounts are considered to be more significant from a revenue point of view. This
breakpoint also determines which accounts appear in the left and right halves of the
segmentation map.
2 Assesses future potential. For each account, the portfolio manager enters a score against a
set of criteria. The application then calculates a future potential score for each account, based
on the scores entered by the portfolio manager.
The portfolio manager then selects a future potential breakpoint. This breakpoint determines
which accounts are considered to be more significant from a future potential point of view. This
breakpoint also determines which accounts appear in the top and bottom halves of the
segmentation map.
For each account, the application takes the current revenue value and the future potential score and
plots the account on the portfolio segmentation map. The breakpoints segment the accounts into A,
B, C, and D accounts.

Managing Portfolios Roadmap for Managing Portfolios
Next, the portfolio managers analyze each of the A accounts. They review the business units and
service units (BU/SU) for each account to make sure that all of the units are included. They then
segment the units. To segment the units, they assign each unit scores to reflect the importance of
the unit to the portfolio managers, and to the customers. The application uses these scores to plot
a BU/SU segmentation map.
The portfolio managers then review the BU/SU segmentation map and select the units where they
want to identify the potential opportunities. For each selected unit, they analyze the business drivers,
related initiatives, and critical success factors.
Next, the portfolio managers review and update more information to complete the A account
analysis. They also review and update the equivalent information for the B, C, and D accounts to
complete the analysis of the B, C, and D accounts.
The information that the portfolio managers review and update for all the account groups is as
follows:
Current and installed base opportunities
Organizational structure
Marketing plan information
Partner information
Objective strategy and action plan information
The portfolio manager can view the portfolio segmentation map and print the BU/SU segmentation
map. The manager of the portfolio manager can now review the portfolio plan and approve the plan.
Roadmap for Managing Portfolios

To manage portfolios, perform the following processes and tasks:
1 Creating a Portfolio Plan on page 443

2 Process of Segmenting Accounts on page 445
3 Process of Analyzing the A Accounts on page 447
4 Process of Analyzing B, C, and D Accounts on page 448
5 Performing a Manager Review of a Portfolio Plan on page 455
Creating a Portfolio Plan

You can create a portfolio plan to group your accounts together.
This task is a step in Roadmap for Managing Portfolios on page 443.
To create a portfolio plan

1 Navigate to the Accounts screen > Accounts List > Portfolio Management Process view.

Managing Portfolios Creating a Portfolio Plan
2 In the portfolio plan list, create a new record, and complete the necessary fields.
Drill down on the portfolio plan to see more fields.
Field Comments
A Account Breakpoint Select the future potential score. This score determines which
accounts are considered to be more significant and less significant.
It also determines which accounts appear on the top half of the
segmentation map and the bottom half of the segmentation map.
Completion Date Select the date by which the portfolio plan is due to be completed.
Critical Success Factor Type the factors that are important for the success of the portfolio
plan.
Currency Code Select the currency to use for revenue amounts for the portfolio plan.
Last Revenue Displays the date of the most recent revenue calculation.
Calculation
Next Review Date Select the date of the next management review between the portfolio
manager and their manager.
Owner Select the owner of the portfolio plan.
Period From Select the start date of the period for which the plan is active.
Period To Select the end date of the period for which the plan is active.
Portfolio Name Type a unique name for the portfolio plan.
Portfolio Plan Goal Type the goals for the portfolio plan.
Revenue Assessment Select the start date of the period for which you want to analyze
From revenue.
Revenue Assessment Select the end date of the period for which you want to analyze
To revenue.
Revenue Benchmark Select the amount of the total current revenue. This value
determines which accounts are considered to be more significant and
less significant. It also determines which accounts appear on the left
side of the segmentation map and the right side of the segmentation
map.
Status Select the status of the portfolio plan from the drop-down list.
3 To add accounts to the portfolio plan, perform the following steps:
a Drill down on the portfolio plan.
b Click the Segmentation tab.
c Click the Revenue Assessment link.

Managing Portfolios Process of Segmenting Accounts
d Click New, then click the Select button in the Account field to select accounts.
The other fields are populated automatically.
While you are in a view, click Reports to see a list of the available preconfigured reports for the data
in that view. The list specifies which reports are available as Actuate reports and which are available
as Oracle Business Intelligence Publisher reports. From the list you can access individual reports. For
more information about reports, see Siebel Reports Administration Guide.
Process of Segmenting Accounts

To segment accounts, perform the following tasks:
1 Assessing Current Revenues on page 445
2 Assessing the Future Potential of Accounts on page 446
3 Viewing the Portfolio Segmentation Map on page 447
Assessing Current Revenues

To assess the current revenue of your accounts, you must review the current closed and committed
revenue, then choose a benchmark that determines which accounts are more significant from a
revenue perspective.
This task is a step in Process of Segmenting Accounts on page 445.
To assess the current revenue of an account

2 Drill down on the portfolio plan with which you want to work.
3 Enter the period for which you want to analyze the revenue in the Revenue Assessment From and
Revenue Assessment To fields.
4 Click the Segmentation tab, then click the Revenue Assessment link.

Managing Portfolios Process of Segmenting Accounts
5 Click the Calculate Revenues button.
The revenues for each account are displayed in the Segmentation subview.
Field Description
Closed Revenue Displays the aggregate revenue from opportunities with a Sales
Stage value of 09 - Closed/Won, for the time period specified in
Step 3.
Committed Revenue Displays the revenue from the opportunities where the Sales Stage
value is not 09 - Closed/Won or 09 - Closed/Lost, and where the PMP
Revenue Type is set to Installed Base or Current, for the period
specified in Step 3.
Total Current Revenue This is the sum of the Closed Revenue and Committed Revenue
fields.
You can add more accounts to the portfolio. For information about how to add accounts to a
portfolio, see Creating a Portfolio Plan on page 443.
6 Select a current revenue value that separates the high-revenue accounts from the low-revenue
accounts in the Revenue Benchmark field.
Assessing the Future Potential of Accounts

To assess the future potential of your accounts, you must assign scores for a number of criteria for
the account. The future potential score for the account is calculated from the scores for the criteria.
To assess the future potential of an account

3 Click the Segmentation tab, then click the Account Assessment link.
4 Select the account that you want to assess.

Managing Portfolios Process of Analyzing the A Accounts
5 In the Criteria subview, use the drop-down lists to assign a value to each of the criteria. Assign
values as follows:
Value Description
1 High
0 Low
? Unknown
The future potential score for the account is calculated automatically and is displayed in the list
of accounts.
6 Repeat Step 4 and Step 5 for all the other accounts that have future potential you want to assess.
7 In the Account Breakpoint field, select a score that separates the accounts with a high-future
potential score from the accounts with a low-future potential score.
Viewing the Portfolio Segmentation Map

After you assess the current revenue and future potential of your accounts, the application plots the
results on a segmentation map. Use the segmentation map to decide how to allocate your sales
resources.
To view the segmentation map of a portfolio

3 Click the Segmentation tab, then click the Map link.
Process of Analyzing the A Accounts

To analyze the A accounts, perform the following tasks:
1 Entering Details of the Account on page 448
2 Assessing Business Units and Service Units on page 449
3 Analyzing Selected Units on page 450
4 Reviewing Opportunities on page 450

5 Reviewing Organizational Analysis on page 451
6 Reviewing Marketing Events on page 452
7 Reviewing Partners on page 453
8 Reviewing Objectives and Action Plans on page 454

Managing Portfolios Process of Analyzing B, C, and D Accounts
This process is a step in Roadmap for Managing Portfolios on page 443.
Process of Analyzing B, C, and D

Accounts
To analyze B, C, and D accounts, perform the following tasks:
1 Entering Details of the Account on page 448
2 Reviewing Opportunities on page 450
3 Reviewing Organizational Analysis on page 451
4 Reviewing Marketing Events on page 452
5 Reviewing Partners on page 453
6 Reviewing Objectives and Action Plans on page 454
This process is a step in Roadmap for Managing Portfolios on page 443.
Entering Details of the Account

You must enter details for each of your A, B, C, and D accounts.
This task is a step in Process of Analyzing the A Accounts on page 447 and Process of Analyzing B,
C, and D Accounts on page 448.
To enter details of a portfolio account

3 Click the appropriate account planning tab.
4 Complete the necessary fields in the account planning view.
Field Comments
Account Displays the name of the account.
Account Team Displays the team responsible for the account.
Actual Account Type Select the type of account.

Field Comments
Importance To (A Account only) Displays the value that distinguishes the accounts
Customer Breakpoint on the left side of the segmentation map and the right side of the
segmentation map.
Importance To You (A Account only) Displays the value that distinguishes the accounts
Breakpoint on the top side of the segmentation map and the bottom side of the
segmentation map.
Assessing Business Units and Service Units

To assess the business units and service units of an account, you must assign a value that indicates
the value of the unit to you and to the customer. After you assess the units, you can view a BU/SU
segmentation map. You can use the segmentation map to identify the units that you want to include
in your analysis. To include a business or service unit on the map, select the Pursue field for the unit.
This task is a step in Process of Analyzing the A Accounts on page 447.
To assess the business units and service units of an account

3 Click the A Account Planning tab, then click the BU/SU Segmentation subview tab.
4 Select Assessment from the drop-down list at the top of the BU/SU Segmentation subview.
The subview displays the business and service units for the account.
5 Complete the necessary fields in the BU/SU Segmentation subview.
Field Comments
Business/Service Unit Select a subaccount of the selected account. Alternatively, to create

a new business unit or service unit, type the name of the unit.
Importance To Select the value that indicates the importance of the unit to the
Customer customer.
Importance To You Select the value that indicates the importance of the unit to you.
Pursue? Select this option if you want to include the business unit or service
unit in your analysis. If you select this option, the unit is included in
the Selected Unit Analysis subview. For more information about how
to analyze units, see Analyzing Selected Units on page 450.
Unit Type Select whether the unit is a business unit or a service unit.

To view the segmentation map of business units and service units

3 Click the A Account Planning tab, then click the BU/SU Segmentation subview tab.
4 Select Map from the drop-down list at the top of the BU/SU Segmentation subview.
The subview displays the BU/SU segmentation map for the account. A diamond shape on the map
represents a business unit. A square shape represents a service unit.
Analyzing Selected Units

After you select the business units and service units that you want to work with, you must analyze
these units, and add the business driver, initiative, and critical success factor information.
This task is a step in Process of Analyzing the A Accounts on page 447.
To analyze selected business units and service units

3 Click the A Account Planning tab, then click the Selected Unit Analysis subview tab.
You can review the fields in the Selected Unit Analysis subview. For more information about the
fields, see Assessing Business Units and Service Units on page 449.
4 To add information about the business drivers for the BU/SU, click New in the Drivers subview.
Type the driver information in the Driver field.
5 To add information about the business initiatives for a driver, select the driver, then click New in
the Business Initiatives subview. Complete the necessary fields.
Field Comments
Business Initiatives Type the business initiative associated with the business unit or
service unit.
Critical Success Factor Type the critical success factor associated with the business
initiative.
Reviewing Opportunities
You can review the opportunities associated with your accounts, and new opportunities if required.

To review opportunities for selected units

3 Click the appropriate account planning tab, then click the Opportunities subview tab.
The current opportunities for the selected units are displayed.
4 To add an opportunity, click New and complete the necessary fields. For information about the
fields, see Opportunities (User) on page 341.
Reviewing Organizational Analysis

You can review the contacts associated with an account or unit. You can add contacts, and you can
create an organizational chart to reflect the structure of contacts in an account or unit.
To review organizational analysis

3 Click the appropriate account planning tab, then click the Organizational Analysis subview tab.
4 Select Contacts from the drop-down list at the top of the Organizational Analysis subview.
The current contacts for the selected accounts or units are displayed.
5 To add a contact, click Add, and complete the necessary fields.
Field Description
Adaptability to Change Select the value that best describes how receptive the contact is to
change.
Business Agenda Type your understanding of the business agenda of the contact.
Coverage Select the value that best describes how much communication you
have had with the contact.
Decision Orientation Select the orientation of the contact when the contact makes a
decision.
Level of Influence Select the value that best describes the level of influence that the
contact has within the organization.
Personal Agenda Type your understanding of the personal agenda of the contact.

Field Description
Relationship Strategy Select the strategy to follow for the contact.
Your Status Select the value that best describes your relationship with the
contact.
6 To view or draw an organization chart of the business unit or service unit, select Organization
Chart from the drop-down list at the top of the Organizational Analysis subview. For more
information about how to create an organization analysis, see Creating an Organization Analysis
on page 354.
Reviewing Marketing Events

You can review and update the marketing events associated with an account or unit. You can view
the marketing events for a particular account or unit, or you can view marketing events for all units.
To review marketing events for selected accounts or units

3 Click the appropriate account planning tab, then click the Marketing Events subview tab.
The current marketing events for the selected accounts or units are displayed.
4 To add a marketing event, click New, and complete the necessary fields.
Field Description
Created Date Displays the date on which you created the marketing event record.
The date distinguishes the marketing event from other marketing
events.
Event Select the type of event.
Expected Results Type information about the expected results.
Target Type information about the target audience.
To view marketing events for a portfolio plan


3 Click the All Marketing Events tab.
All marketing events that are associated with accounts in the portfolio plan are displayed.
For information about the fields in this screen, see Reviewing Partners on page 453.
Reviewing Partners
You can review and update the partners associated with an account or unit. You can view the partners
for a particular account or unit, or you can view partners for all units.
To review partners for selected units

3 Click the appropriate account planning tab, then click the Partners subview tab.
The current partners for the selected units are displayed.
4 To add a partner, click New, and complete the necessary fields.
Field Comments
Competitors Select your competitors for the customer account.
Partner Select a partner. Click the Select button to display a list of all
accounts that have the Partner field selected.
Partner Alignment with Select the value that best describes the relationship of the partner
Competitors with your competitors.
Partner Relationship Select the value that best describes the relationship of the partner to
with Account the customer.
Partner Type Select the partner type.
Relationship Owner Displays the owner of the customer account.
Relationship with Select the value that best describes your relationship with the
Partner partner.
To view partners for a portfolio plan


3 Click the All Partners tab.
All partners that are associated with accounts in the portfolio plan are displayed.
For information about the fields in this screen, see Reviewing Partners on page 453.
Reviewing Objectives and Action Plans

You can review the objective strategy and actions (OSA) associated with an account. You can add
objective strategy information and action plans to the account.
To review objective strategy and action plans

3 Click the appropriate account planning tab, then select the account on which you want to work.
4 Click the OSA subview tab.
The current objective strategy and action plans for the selected account are displayed.
5 To add objective strategy information, use the fields at the top of the OSA subview.
Field Comments
Objective Type the objective of the action plan.

Strategy Type information about how to achieve the objective.
Unit or Resource Type the unit or resource to which the objective applies. For
example, the objective might be for business units, service units,
opportunities, offerings, or groups of units. Alternatively, the
objective might be for resources such as marketing, customer
satisfaction, or partners.
6 To add an action plan, click New and complete the necessary fields.
Field Comments
Action Type details of the action.
Activity Type Select the type of activity which is planned.
Due Select a date by which the action plan is due to be completed.

Managing Portfolios Performing a Manager Review of a Portfolio Plan
Field Comments
Owner Select the owner of the action plan from the list of employees.
Planned Outcome Type details of the expected outcome of the action.
Resources Type details of the resources required to implement the action plan.
Start Select the date when the action plan starts.
Status Select the status of the action plan.
Strategy Component Select the strategy element of which the action plan is a part.
Performing a Manager Review of a

Portfolio Plan
When portfolio managers complete a portfolio plan, they can then request their manager to review
and approve the plan.
NOTE: After you perform a manager review, you might want to update the Next Review Date field
for the portfolio plan.
This task is a step in Roadmap for Managing Portfolios on page 443.
To perform a manager review of a portfolio plan

3 Click the Managers Review tab.
4 To add a review record, click New, then complete the necessary fields.
Field Comments
Review Date Select a date on which the review occurs.
Reviewer Select the contact who performs the review.
Status Select the status for the portfolio plan. For example, to approve a
portfolio plan, select Approved from the Status drop-down list.
Adding Solutions to Portfolio Plans

You can associate solutions with your portfolio plans, and specify whether or not to include the
solution in the segmentation map.

Managing Portfolios Adding Solutions to Portfolio Plans
To add a solution to a portfolio plan

3 Click the Solutions tab.
4 To add a solution, click New, then complete the necessary fields.
Field Comments
Solution Select the solution to associate with the portfolio plan.
Show in Report Select this option to include this solution in the segmentation map.

A System Preferences
Table 89 lists the system preferences provided throughout your Siebel applications. For information
about how to change system preferences, see Setting System Preferences on page 44.
Table 89. System Preferences
Preference Description
ActivationLoadBalancerConfig For use with the Assignment Managers load splitter. Set this
preference to the Configuration ID for the load splitter
configuration that you want to use for activating territory
alignments.
For more information about load splitter, see Siebel Assignment

Manager Administration Guide. For more information about
activating territory alignments, see Siebel Territory
Management Guide.
Activity Hierarchy: Max Levels The maximum number of levels for the Activity Hierarchy.
Alarm Manager Load Frequency Number of minutes the system waits before rechecking for
alarms.
Default: 60
AllowOverReceipts If set to TRUE, the received quantity can be greater than the
shipped quantity. Also, for an internal order, when the Process
Receipt command is invoked, the pick ticket can be closed only
when the received quantity is equal to or greater than the
shipped quantity.
For more information about shipping and receiving, see Siebel

Field Service Guide.
Always Show Message Bar Alerts Obsolete.
Asgn:Inherit Org Candidates If set to TRUE, the organization candidates on an assignment

rule can be copied to rules that inherit from the assignment rule.
After the rule is inherited, any change to the organization
candidate of the original rule has no effect on the inherited rule.
Auto Mgr Calendar Access Allow employees manager access to the employees calendar,
even if the employee does not explicitly give the manager
access.
NOTE: If multiple employees share a position, only the calendar

of the primary employee is accessible.
Default: True

System Preferences
CSM Logging Enables logging of merge transactions. Merge transactions are

created when connected users combine or merge two or more
business components such as accounts or opportunities into
one.
Information from this log can be used to relink orphaned records

created when the merge process is crossed with an update
process during a synchronization.
This is only applicable if the installation uses Siebel Remote or

Replication Manager.
Default: False
DB2: Default Opt Level Default optimization level which defines the optimizing
algorithm that DB2 will use to execute SQL statements.
DBX: Vis Rules per Statement 1 Number of visibility or routing rules checked per SQL statement
processed by the Database Extract component for the first SQL
statement with header information.
DBX: Vis Rules per Statement N Number of visibility or routing rules checked per SQL statement
processed by the Database Extract component for other SQL
statements.
Default Campaign Source Code Default campaign for Web offers used in Siebel Marketing. All
offers that are a part of the default campaign will appear in the
Featured Offers applet in Siebel Marketing.
Default EC Procedure Obsolete.
Default Offer Code Code to track the click path of a customer on the Marketing Web
site who does not select a specific offer.
Default Pricing Procedure Obsolete.
Default Time Zone Default time zone for all users of that database.
When a user logs in, the Time Zone field of the User business
component is checked. If it is empty, the Default Time Zone
system preference is checked.
Default: UTC
Entitlement: Pricing Dates If False or NULL, date verification is skipped when entitlement
pricing terms are checked in the Verify Entitlement process.
(Similar to the Entitlement: Verify Dates system preference
except that one applies to entitlement pricing terms and the
other to entitlement service terms.)

System Preferences
Enable ST Script Engine Siebel eScript is a scripting language that application

developers use to write simple scripts to extend Siebel
applications. The Strong Typing (ST) eScript engine provides
improved performance, scalability, and enhanced functionality
when running scripts. To enable the ST eScript engine, enter
TRUE for this preference.
For more information about the ST eScript engine, see Using

Siebel Tools.
EnableAuditing See Chapter 6, Audit Trail.
EnableEimAuditing See Chapter 6, Audit Trail.
Entitlement: Verify Consumer See Siebel Field Service Guide.
Entitlement: Verify Dates See Siebel Field Service Guide.
Entitlement: Verify Product See Siebel Field Service Guide.
ETL Analysis End ETL Date format indicates the way dates need to be interpreted.
The other two parameters mention the date range for which the
ETL Analysis Start
Exchange Rates will be adjusted. This does not indicate that
ETL Date Format only the data created within this range will be extracted. Select
the earliest date for the Analysis Start Datethat is, when the
transactions may have begun. In addition to considering the
created and modified dates, consider other relevant dates such
as order date. Setting this to an early value such as 19700101
(January 1, 1970) does not affect the processing time. A similar
logic applies for choosing Analysis End Date. Note that the
values need to be entered in the format defined by ETL Date
Format.
Default Analysis End: 20101231
Default Analysis Start: 19940101
Default Date Format: YYYYMMDD
ETL Base Exchange Currency Currency in which all the financial data will be converted. While
the OLTP supports transactions in many different currencies, the
data in the OLAP is converted to a single currency for analysis
purposes. The Exchange rates are derived from the Exchange
Rates table in the OLTP.
Default: USD
ETL Default Continent Value for any address that does not have Continent defined. Set
this to a value, which will be used if the value of Continent is not
defined in the OLTP.
Default: North America

System Preferences
ETL Default Country Value for any address that does not have the Country defined.
Set this to a value, which will be used if the value of Country is
not defined in the OLTP.
Default: USA
ETL Default Currency Value for currency code that will be used if the currency code for
a specific financial transaction is not set.
Default: USA
ETL Default Language Language code used when language translation occurs when
looking up the List of Values table.
Default: ENU
ETL LOV Maximum Value In some fields, bucketing of values happens. Instead of saying
the number of employees at an account is 45, 96, the values can
ETL LOV Minimum Value be bucketed to 0-50, 50-100 and so on. In the List of Values, if
the minimum and maximum values are not specified, the values
of these parameters will be used.
Defaults: 9999999999 and 0
ETL Unknown Exchange Rate Value used when an exchange rate for a currency to the
Datamart Default Currency is undefined in the OLTP.
Default: 1
Forecast: Auto-Forecast Creates subordinates forecasts to be used in a rollup forecast,

if the subordinates have not created forecasts themselves.
Forecast: Use Server Task Send forecast processing requests to the Siebel Server for batch
processing. If the value is False, requests are processed locally.
FSAssetSwap SubComponents If set to TRUE, the subcomponent assets of the source asset are
shifted to the target asset when an activity part tracker
transaction is committed.
FSDB:Override Service Region Maximum monetary value accepted in Auction Item, Bid, and
Fee currency fields.
Internal DUNS Number Your companys DUNS number.
LOGMGR:Vis Rules per Set to 50 by default. For implementations that use any database
Statement other than Oracle, you should change this value to 20.
MRG:Docking Timestamp See Siebel Remote and Replication Manager Administration

Source Guide.
MRG:Inter Table Conflict Res See Siebel Remote and Replication Manager Administration
Guide.

System Preferences
MRG:Inter Table Merge Rule See Siebel Remote and Replication Manager Administration
Guide.
MRG:System Conflict Resolution See Siebel Remote and Replication Manager Administration
Guide.
MRG:Txns per Commit See Siebel Remote and Replication Manager Administration
Guide.
MRG:User Friendly Notification See Siebel Remote and Replication Manager Administration
Guide.
PSP Pricing Var Map - Context See Siebel Pricing Administration Guide.
PSP Pricing Var Map - Row Set See Siebel Pricing Administration Guide.
PSP Pricing Var Map - XA See Siebel Pricing Administration Guide.
Quick Print Application This preference determines which application is used by quick
print. Allowed values are: HTML and EXCEL. This system
preference can be overridden by the Quick Print Application user
preference.
Quick Print Output Format Set to HTML, CSV, or Tab, as appropriate for the quick print
application that you are using.
RunAlignmentLoadBalancerConf For use with the Assignment Managers load splitter. Set this
ig preference to the Configuration ID for the load splitter
configuration that you want to use for running territory
alignments.
For more information about load splitter, see Siebel Assignment

Manager Administration Guide. For more information about
running territory alignments, see Siebel Territory Management
Guide.
SalesHierarchy:UseServerTask If set to TRUE, the Sales Hierarchy operation runs as a server

task.
Satmetrix Key Value A string provided by Satmetrix to customers of Siebel Satmetrix

Surveys. Required for generating encrypted tokens that are part
of URLs for displaying survey reports.
Sch:Break Time Id Specifies the Row ID of the work type to be used when
calculating the schedule cost where activities contain breaks.
The default value is -1.
To find the Row ID, navigate to the Application Administration

screen > Work Type Administration view, select the record,
choose About Record from the Help menu, and note the Row #
value.

System Preferences
Sch:Default Constraint Set Specifies the Row ID of the constraint set to be used where no
constraint set is associated with the service region loaded. The
default value is -1.
To find the Row ID, navigate to the Scheduling Administration

screen > Constraint Sets view, select the record, select About
Record from the Help menu and note the Row # value.
Sch:Default Cost Function Specifies the Row ID of the cost function to be used where no
cost function is associated with the service region loaded. The

screen > Cost Functions view, select the record, select About
Sch:Default Parameter Set Specifies the Row ID of the parameter set to be used where no

screen > Parameter Sets view, select the record, select About
Sch:Default Time Window Specifies the Row ID of the time window to be used where no

screen > Time Window view, select the record, select About
SecThickClientExtAuthent See Siebel Security Guide.
SM WebIntelligence Server The URL that points to the Web Intelligence server that serves
up reports for Oracle Business Intelligence.
SqlStyle Indicate which SQL statements are to be used with this

implementationOracle, Microsoft SQL Server, Informix, or
Sybase. Case-sensitive.
SSASqlErrRsltsDiscarded This message is displayed to the user when there are more rows
than can be returned. For more information, see Implementing
Siebel Business Applications on DB2 UDB for z/OS.
Strict Date Format When you implement a strict date format, users can enter dates
only in a format you specify, and all dates are displayed in this
format. To implement a strict date format, enter the date format
you require in this field. For example, to implement
DD/MMM/YYYY date format, enter DD/MMM/YYYY.

System Preferences
SubSqlStyle An SQLStyle that falls within a family of similar database

products.
Technical Support (Alt. 1) Specifies the telephone numbers to display in the Siebel
Technical Support dialog box. Update this number to match your
internal help desk number. The alternate numbers (Alt. 1 and
Alt. 2) provide expansion for pager numbers and email
addresses.
Set a value to None to leave it blank in the dialog box.
Technical Support (Alt. 2) Specifies the telephone numbers to display in the Siebel
Technical Support dialog box. Update this number to match your
internal help desk number. The alternate numbers (Alt. 1 and
Alt. 2) provide expansion for pager numbers and email
addresses.
Technical Support (FAX) Specifies the fax number to display in the Siebel Technical
Support dialog box. Update this number to match your internal
help desk fax number.
Technical Support (URL) Specifies the support URL to display in the Siebel Technical
Support dialog box. Update this URL to match your internal help
desk Web address.
Technical Support (Voice) Specifies the voice number to display in the Siebel Technical
Support dialog box. Update this number to match your internal
help desk number.
Time Slice Report Format See Siebel Product Administration Guide.
Training: Customer Calendar
Training: Employee Calendar
Training: Partner Calendar
Training: SCORM Import Path
Training: SCORM Import URL
Training: EAI HTTP Password
Training: EAI HTTP Server
Training: EAI HTTP User Name

System Preferences
Training: Lesson Adapter URL
Training: Lesson Security
Universal Time Coordinated Turns on global time zone support for the entire system. Set this
preference to TRUE to enable global time zone support. The
default setting is TRUE.
NOTE: This is a one-time setting. Once you have turned on

global time zone support in a production environment, you
should not turn it off.
If you intend to operate your deployment with the Global Time

Zone feature enabled, you must also set the operating system
of your database servers to UTC time, or its equivalent.
For more information on enabling Global Time Zone, see Siebel

Global Deployment Guide. Although enabling this feature is
optional, it is strongly recommended that you operate your
production environment with Global Time Zone enabled.
UsageTracking Enabled See Siebel Content Publishing Guide.
UsageTracking Log Time Period See Siebel Content Publishing Guide.
UsageTracking LogFile Dir See Siebel Content Publishing Guide.
UsageTracking LogFile Encoding See Siebel Content Publishing Guide.
UsageTracking LogFile Format See Siebel Content Publishing Guide.
UsageTracking Sess Cache Size See Siebel Content Publishing Guide.
User Group The User Group grantee for database access privileges. It is
used in the DDL Sync step in Oracles Siebel Tools where the
schema for the application is defined.

Index
A high interactivity, configuring 136

account assessments, performing 320 Inbox views, configuring for 136
account category standard interactivity, configuring 136
adding 390 ActivationLoadBalancerConfig system
searching by category 390 preference 457
account credit profiles, viewing 321 ActiveX, browser support of 65
account plan activities
highlights, adding 422 about 173
accounts account, associating with 319
designating as reference 370 activity plans, creating 190
manager approval, viewing 423 activity, delegating 179
offerings, adding to Business and Service another users activities, working with 178
Units 415 assigning using Assignment Manager 179
partners, adding for Enterprise Selling assignment methods 174
Process 420 business objects, associated with 174
accounts, global create activities asynchronously,
custom hierarchy, assigning to an configuring 243
organization 328 Enterprise Selling Process, adding 421
custom hierarchy, creating 327 households, adding activity to 366
custom hierarchy, updating 328 new activity, creating 175
custom hierarchy, updating with note, about changing Category value 186
deletion 330 opportunity reroute activity, setting up 339
default hierarchy, adding accounts with no opportunity, associating with 352
parent 327 Owner and Employee fields, configuring 180
default hierarchy, generating 325 ownership of an activity, reassigning or
hierarchies, types of 323 removing 179
hierarchy view 331 references, adding to activities 370
process flow for using and administering service requests, viewing existing activities
accounts 325 for 180
scenario 324 target lists, creating from 241
viewing global accounts 334 activity assignment, about 185
accounts, using Activity Hierarchy: Max Levels system
account information, synchronizing with preference 457
external systems 321 activity plans
accounts, using in Siebel Sales about and activity templates 181
about 315 activities, creating associated with activity
account assessments, performing 320 plan 190
account credit profiles, viewing 321 activity assignment, about 185
account, associating with an activity 319 activity template, creating without grandchild
account, associating with an opportunity 320 records 186
contact, associating with a new account 319 activity template, deleting 189
contact, associating with an existing process for administering and using 183
account 319 sales methodology, defining 183
creating an account 316 sales methods, about 182
scenario 315 scenarios 182
action buttons TAS Customer Milestone template, creating in
background colors, configuring 137 a localized application 188

Index A
activity templates cancel query, enabling 46

about and activity plans 181 case sensitivity, about and Siebel
activity assignment, about using to applications 63
create 185 Contact Us account, adding 61
activity plans, using to create 190 currencies, setting up 46
creating without grandchild records 186 currency conversions, setting up 48
target lists, setting up for 242 date formats, about 59
adding email address and subjects, about adding 62
activities to household records 366 expense types, setting up 51
associated activities to milestones 439 global time zone support, administering 59
browser capabilities, adding additional 65 industry, adding 62
Business and Service Unit information 414 language, adding 62
Business and Service Unit offerings 415 language, deleting and Mobile Web client
calendar access and modifying 201 synchronization 63
category 390 pager companies, setting up 58
child Web browser 67 payment terms, setting up 52
competitive analysis information 433 periods, setting up 53
contact to a synchronization list 284 phone formats, working with 54
Contact Us account 61 predefined queries, creating by saving a
contacts 282 query 45
contacts to a household 363 Predefined Query view, setting up predefined
customer milestones 438 query in 45
decision issues details 408 predefined query, about setting up 44
default view link to home page 68 quick fill template, editing 68
email addresses and subjects 62 quick fill template, making public 68
Enterprise Selling Account plan screen home pages, setting up default view
highlights 422 links 68
Enterprise Selling Process activities 421 system preferences, setting 44
Enterprise Selling Process contacts 420 Web browser capabilities, adding 64
Enterprise Selling Process objectives 421 ZIP Codes, adding 59
household 362 Adobe Designer
Inbox translations 123 Adobe forms integration 287
industries 62 XML schema, mapping to 294
JumpTab capability for Internet Explorer 67 Adobe Forms Integration
languages 62 applets, enabling using Siebel Tools 292
list of values, adding new value to 72 business scenarios 288
new D&B accounts 277 form for multiple records, generating 296
note to a reference 372 form, generating 296
notes 440 forms integration, about 287
parent Web browser 67 integration object, creating an 292
partners for Enterprise Selling Process 420 PDF file, referencing 294
PRIME activities 440 preconfigured on applets 290
profile information to a reference 373 process of setting up 289
reference activity to the calendar 372 schema, generating 293
related decision issues 409 schema, mapping to a PDF form 294
relationship strategy information 437 software requirements 290
Web browser capabilities 64 Adobe plug-in software 290
Web browser, adding additional 66 Adobe Reader forms 290
ZIP codes 59 Adobe Web service
addresses Adobe Designer, and 290
displaying Households and Contacts configuring 291
screen 365 creating 290
administration tasks Alarm Manager Load Frequency system
browser, adding additional Web Browsers 66 preference 457

Index B
alarms audit trail records and record details,

Alarm Manager Load Frequency, about 203 viewing 88
retroactive alarms, about and changing days business component and fields, configuring to
displayed 203 be audited 84
alerts business component, disabling 86
about and example 113 business component, linking to 91
creating and sending 114 content of 82
email and screen alerts, about 167 disabling 84
recurring message alert, setting up 169 enabling 84
scenario, using alerts 113 parent-child business components,
single message alert, sending 169 configuring to be audited 86
AllowOverReceipts system preference 457 process flow diagram 84
Always Show Message Bar Alerts system querying audit trail information 88
preference 457 records, verifying 88
applets restrictions, list of 83
list applets, enabling target lists on 244 Siebel Remote and Siebel Replication users,
list applets, saving of target lists in 246 about using 83
ASIs, integrating using user, restricting by 87
accounts, contacts, and household, using Auto Mgr Calendar Access system
for 299, 303 preference 457
accounts, contacts, and households ASIs,
setting up 299 B
Get Account ASI 302 bcp utility
Synchronize Account ASI 301 about loading D&B data on Microsoft SQL
Synchronize Contact ASI 302 server 255
Synchronize Household ASI 302 Broadcast Message business component
Web service, setting up an inbound fields 110
service 301 BU/SU offering summary, viewing 421
Web service, setting up an outbound bulk copy process (bcp) utility 255
service 300 Business and Service Unit, adding 414
workflow, activating 301 business components
assessment templates audit trail, disabling for individual business
about 191 component 86
creating 192 audit trail, linking to 91
assessments audited, configuring for 84
assessment scores, about calculating 194 calendar, based on multiple business
assessment templates, about 191 components 212
assessment templates, creating 192 child modifications, disabling 224
opportunity, assessing 194 child modifications, enabling 224
process of administering and using 192 state models, about configuring for 219
scenario 191 state models, enabling in Siebel Tools 219
Target Account Selling, assessing an business objects
opportunity for 195 global accounts hierarchy view
TAS coach, using to perform assessment 196
assessments, performing for contacts 285
adding 331
Assignment Manager business service
using to assign activities 179 CreateInbox method 140
attachments CreateInboxEx method 139
decision issue, associating with 409 CreateInboxItem method 142
reference attachments, viewing 371 CreateInboxOwner method 143
audit scope, about 82 DeactivateInboxItem method 151
Audit Trail DeactivateInboxOwner method 153
about 81 DeleteInboxItem method 155
audit scope, about 82 GetInboxItemInfo method 145

Index C
GetInboxOwnerInfo method 148 retroactive alarms, about and changing days

GetInboxOwnerInfoEx method 147 displayed 203
GetInboxParamInfo method 146 special date markers 211
Initialize method 155 ToolTip text, displaying 205
IsInboxItemExisted method 145 user interface components, showing/
RouteInboxItem method 156 hiding 207
SetInboxParamInfo method 149 user interface strings, changing 208
Universal Inbox definitions 137 user preferences, overriding 211
Universal Inbox, about 119 Calendar Access List views
UpdateInboxItemInfo method 150 removing an employee from 202
UpdateInboxOwnerInfo method 154 Calendar Detail view
Web Engine User Agent 65 changing controls 215
Calendar Owner drop-down list
C removing all employees from 202
caching call reasons, customizing for RTD 381
clearing 73 canceling queries, enabling 46
message broadcast caching, configuring 111 case sensitivity
calendar about and Siebel applications 63
Alarm Manager Load Frequency, about system Catalog Administration screen
preference 203 associating literature with a category 235
calendar access administration categories
scenarios 199 about 389
calendar access, about 199 account category, adding 390
calendar activities, administering scenario 389
resources 201 searching for a category 390
calendar activity display, starting and end Category icon, configuring 135
times 204 charts
calendar administration, process of setting currency conversion, supporting 51
up 200 opportunity charts 357
Calendar Detail view, changing controls 215 sales pipeline analysis chart, viewing 358
calendar records, displaying fields for 204 sales pipeline phases analysis chart,
calendars to which an employee has access, viewing 359
viewing 201 child records
data display format, changing 209 child modification, disabling for business
Day Summary ToolTip 205 components 224
display field drilldown 204 child modification, enabling for business
drag-and-drop, about and user components 224
properties 212 state models, changing behavior 223
editing, enabling and disabling 211 child Web browser, adding 67
employees Calendar Owner drop-down list, Clear Cache button
removing all employees from 202 using to clear cache 74
employees calendar, giving another color
employee access to 201 displaying calendar field color 204
employees Calendar Access List views, competitive analysis
removing an employee from 202 company comparisons, viewing 392
field color, displaying 204 competitive analysis information,
first day of the week, changing 210 adding 433
Life Sciences calendar, hiding side TAS coach, using for 433
applet 215 competitors
multiple business components, based on 212 competitor comparisons, viewing 392
reference activity, adding to 372 opportunity, associating with 391
resource administration scenarios 199 scenario 391
resources, about 199 Competitors screen
sharing literature through 232

Index D
constrained list of values active, making currencies active 46

See list of values, constrained currencies, defining 47
constrained pick lists currency conversion, setting up
See list of values, constrained Euro Triangulation method, about 49
contact category exchange rates, setting up 48
searching by category 390 Siebel applications, conversion occurs in 50
Contact Us account, adding 61 triangulation conversion, process of 50
contacts current locale
adding a contact 282 editing 39
assessments, performing 285 custom hierarchy
associating with opportunities 351 about 323
defined 281 creating 327
existing account used in Siebel Sales, default hierarchy, creating based on 328
associating with 319 organization, assigning to 328
household address, specifying for a household updating 328
contact 364 updating with deletion 330
household contact, storing information related customer milestones
to 366 about 438
household, adding contacts to 363 adding a milestone 438
new account used in Siebel Sales, associating associated activities, adding to
with 319 milestones 439
organization analysis. adding existing customized views, adding 33
contacts to 354
organization analysis. creating new contacts D
for 355 D&B Global Integration search
organization chart, deleting from 419 See global integration
organization map, deleting contacts on 436 D&B integration
partners, adding for Enterprise Selling account promotion and prospect list creation
Process 420 configuration 266
personal contact, promoting to a contact 284 account promotion and prospect lists, field
profile, creating for a contact 284 mappings for 273
reference, associating with 371 aggregate data. viewing 275
scenario 281 company data and report, accessing 275
synchronization list, adding a contact to 284 configuration guidelines 265
synchronization list, removing a contact D&B account, promoting 276
from 285 D&B real-time search and update, setting up
contacts, using symbolic URL for 264
contact information, synchronizing with D&B real-time updates, field mapping
external systems 285 for 271
CookiesAllowed D&B report ordering, setting up symbolic URL
additional browser capabilities 65 for 264
Correspondence screen D&B report, viewing 277
sharing literature through 234 data, about 249
Create Activities for List command DB2, loading D&B data on 254
using 243 D-U-N-S number, understanding 251
Create Rerouted Oppty Activity workflow files and format, required 252
setting up 339 global integration, using to add new
CreateInbox method 140 accounts 277
CreateInboxEx method 139 loading D&B data 252
CreateInboxItem method 142 loading or reloading data 253
CreateInboxOwner method 143 Microsoft SQL Server, loading D&B data
CSM Logging system preference 458 on 255
currencies, setting up multiple D&B update manager
active, making 47

Index D
processes 259 date

multiple D&B update manager processes, with and timestamps, about 61
first time data loading 259 calendar date display format, changing 209
multiple processes and D-U-N-S number formats, about 59
processing 259 special date markers 211
Oracle, loading D&B data on 254 Day Summary ToolTip 205
process of integrating data 251 DB2, loading D&B data on 254
prospect list, creating from D&B data 276 DB2: Default Opt Level system
sample scripts, caution before running 254 preference 458
scenarios 250 DBX: Vis Rules per Statement 1 system
server components, about updating 256 preference 458
server components, multiple D&B update DBX: Vis Rules per Statement N system
manager processes 258 preference 458
server components, multiple task Siebel DeactivateInboxItem method 151
update 258 DeactivateInboxOwner method 153
server components, single task Siebel decision issues
update 257 attachments, associating with decision
server components, updating process 256 issue 409
Siebel update server component, decision issue record, creating 407
running 260 decision issues details, adding 408
symbolic URL, setting up 264 literature, associating with the decision
update server process configuration 266 issue 409
D&B Update Manager opportunity, associating with 408
account promotion and prospect lists, field opportunity, viewing for 351
mappings for 273 related issues, adding 409
D&B real-time updates, field mapping scenario 407
for 271 Decision Issues screen
D&B server component field mappings 269 sharing literature through 233
D&B server component, running as multiple dedicated Web clients
task process 262 databases, selecting 27
D&B server component, running as single task error message, first time logging in 24
process 261 license key, entering 24
D&B server component, running from a message broadcasting, enabling or
command line 263 disabling 106
D&B Siebel server component, running from a Siebel application, starting from 22
command line 263 Default Campaign Source Code system
D&B, running without updating or deleting preference 458
data 267 Default EC Procedure system
Siebel server component field mappings 269 preference 458
Siebel server component, running as multiple default hierarchy
task process 262 about 323
Siebel server component, running as single adding accounts with no parent 327
task process 262 generating 325
Siebel, running without updating account Default Offer Code system preference 458
name or location 268 Default Pricing Procedure system
tip, about running 261 preference 458
data Default Time Zone system preference 458
import, list of values, considerations 80 DeleteInboxItem method 155
seed data, about 28 deleting
Data Universal Numbering System number activity template 189
See D-U-N-S number contacts from organization chart 419
databases contacts on organization map 436
sample database, about 27 employee from all employees Calendar
selecting 27 Access List views 202

Index E
employees from Calendar Owner drop-down activities, adding 421

list 202 BU/SU offering summary, viewing 421
Inbox items 121 Business and Service Unit, adding 414
languages, about and mobile Web client contact, adding 420
synchronization 63 manager approval, viewing 423
lines of influence 356 objectives, adding 421
lines of influence from organization offerings, adding to Business and Service
chart 419 Units 415
lines of influence on the organization organization chart, printing 420
map 437 organizations reporting structure,
demo user charting 418
logging on 27 organizations reporting structure, deleting
Designer contacts 419
See Adobe Designer organizations reporting structure, deleting
Display Value field line of influence 419
about modifying and updating records 76 organizations reporting structure, drawing
dnbinitial.sql file lines of influence 419
using to load D&B data 259 organizations reporting structure,
dragging and dropping records representing 419
into the calendar 212 organizational analysis 417
drilldown overview 412
display field 204 partners, adding 420
D-U-N-S number process of 413
about 251 scenario 412
warning about multiple processes 259 Entitlement: Pricing Dates system
dynamic pick lists preference 458
constraining, about 80 Entitlement: Verify Consumer system
using, about 71 preference 459
Entitlement: Verify Dates system
E preference 459
EAI Adapter Entitlement: Verify Product system
updating phone formats with 58 preference 459
eBriefings ESP
sharing literature through 234 See Enterprise Selling Process
editing ETL Analysis End system preference 459
quick fill template 68 ETL Analysis Start system preference 459
EIM (Siebel Enterprise Integration Manager) ETL Base Exchange Currency system
importing phone information 58 preference 459
email ETL Date Format system preference 459
address, about adding 62 ETL Default Continent system
alerts, about 167 preference 459
message, using to send 170 ETL Default Country system preference 460
opportunity assigned notification ETL Default Currency system
process 337 preference 460
Employee field ETL Default Language system
configuring for activities 180 preference 460
employee setup ETL LOV Maximum Value system
completing 34 preference 460
information, additional 33 ETL LOV Minimum Value system
employees preference 460
about activity assignment methods 174 ETL Unknown Exchange Rate system
Enterprise Selling Process preference 460
account plan highlights, adding 422 Euro Triangulation method
about 49

Index F
triangulation conversion, process of 50 global accounts, viewing 334

Excel Web service hierarchy view 331
about 304 process flow for using and administering
configuring 305 accounts 325
connecting template to Siebel EAI 306 scenario 324
downloading template 306 global integration
seed data 305 search, initiating 278
using 307 using to add D&B accounts 277
exchange rates Global Target List Management
multiple currencies, about setting up for 46 about 237
setting up 48 activity templates, setting up for target
expense reports lists 242
about currency conversion 50 create activities asynchronously,
expense types, setting up configuring 243
about and pretasks 51 example process workflow 239
exporting information, for additional 238
iHelp item as HTML file 102 list applets, enabling target lists on 244
lists, kinds of 238
F scenario 238
Forecast: Auto-Forecast system target lists, applying 241
preference 460 target lists, creating activities from 241
Forecast: Use Server Task system target lists, creating by combining lists 241
preference 460 target lists, creating by querying 239
forecasting target lists, editing 240
about currency conversion 50 target lists, saving for a list applet 246
Forms Integration workflows, about 243
See Adobe Forms Integration
FrameSupport H
additional browser capabilities 65 help
FSAssetSwap SubComponents system See iHelp
preference 460 hierarchy
FSDB:Override Service Region system custom hierarchy, assigning to an
preference 460 organization 328
custom hierarchy, creating 327
G custom hierarchy, creating based on the
Get Account ASI 302 default hierarchy 328
Get Manager Email process custom hierarchy, updating 328, 330
setting up 340 default hierarchy, adding accounts with no
GetInboxItemInfo method 145 parent 327
GetInboxOwnerInfo method 148 default hierarchy, generating 325
GetInboxOwnerInfoEx method 147 [H] high message, severity level 107
GetInboxParamInfo method 146 HighInteract
global accounts additional browser capabilities 65
account hierarchies, types of 323 home pages
adding accounts with no parent 327 setting up default view links 68
custom hierarchy with deletion 330 households
custom hierarchy, assigning to an activity, adding to 366
organization 328 adding a household 362
custom hierarchy, creating 327 address, specifying for a household
custom hierarchy, creating based on default contact 364
hierarchy 328 contact, storing information related to 366
custom hierarchy, updating 328 contacts, adding to a household 363
default hierarchy, generating 325 defined 361

Index I
information, types that can be related to management 120

household 366 submitted items, reviewing 124
information, viewing additional information terminology 117
related to 367 translations, adding 123
note, displaying addresses in Households and Universal Inbox business service, about 119
Contacts screens 365 Inbox approval translations
scenario 362 setting up 133
households, using Inbox type
household information, synchronizing with about 127
external systems 367 action type 127
HTML category 127
exporting iHelp item as 102 creating 128
importing iHelp item as 102 Inbox views
action buttons for high interactivity,
I configuring 136
iHelp action buttons for standard interactivity,
about 93 configuring 136
active iHelp item, revising 100 action buttons, configuring background
administering iHelp scenario 93 colors 137
buttons, about activating, revising, and action buttons, configuring for 136
deactivating 100 toggle applets, configuring 134
designing iHelp 97 toggle applets, types supported 134
example process workflow 94 Inbox, configuring
iHelp Designer, accessing 97 action buttons for high interactivity,
iHelp item records, creating 95 configuring 136
iHelp item, activating 100 action buttons for standard interactivity,
iHelp item, deactivating 101 configuring 136
iHelp items, exporting as HTML file 102 action buttons, configuring background
iHelp items, importing as HTML file 102 colors 137
iHelp items, translating 101 action buttons, configuring for Inbox
iHelp list cache, clearing 99 views 136
iHelp step, creating 98 actions, about 129
steps, connecting with branches 99 actions, setting up 130
terminology 93 Category icon, configuring 135
importing Inbox action type 127
iHelp item as HTML file 102 Inbox approval translations, setting up 133
Inbox Inbox category 127
deleting Inbox items 121 Inbox item, deactivating 130
destination view, changing for Inbox Inbox items, configuring the application to
type 122 create 126
expiration dates and due dates, setting 122 Inbox trigger used in ESS 162
feature objects, interaction with 118 Inbox trigger used in Server Script 164
Inbox item, approving or rejecting 124 Inbox type, creating 128
Inbox items, reviewing all 121 Inbox types 127
interaction between feature objects planning an Inbox configuration 126
figure 118 process of setting up and configuring 125
previously approved items, reviewing 124 remote databases, configuring using 132
process of administering and using 121 setting level for troubleshooting 137
remote database, changing downloading toggle applets, configuring for Inbox
to 122 views 134
scenario for approving personnel action Universal Inbox business service
forms 120 methods 137
scenario for service request views and SmartScripts, setting up Inbox
links 128

Index J
industries organization chart, deleting lines of

adding an industry 62 influence 419
Infocenter screen organization chart, using to draw 419
sharing literature through 235 organization map, deleting 437
Initialize method 155 organization map, drawing 436
installing list applets
software required 21 target list, saving in an applet 246
integration object target lists, enabling on an applet 244
creating for Forms Integration 292 list of values (LOV)
intelligent offer recommendation about 71
See RTD cache, clearing 73
Internal DUNS Number system caution, modifying seed data 76
preference 460 inactivating a value, about and procedure 77
international phone items, modifying 76
formats, about entering and format logic 54 Language Independent Code values (LIC) 76
numbers, calculating maximum length 55 list-of-values type, identifying for a display
Internet Explorer 5.0 value 72
adding JumpTab capability 67 LOV data, viewing 71
intervals LOV record, fields in 74
sorting messages by 170 new value, adding to an existing list 72
IsInboxItemExisted method 145 WI_ARG_TYPE, extending for 40
list of values, constrained
J about 78
JumpTab capability Parent LIC attribute, about changing parent
adding for Internet Explorer 5.0 67 Area 79
Parent LIC attribute, about making values
hierarchically dependent 78
L Siebel EIM considerations 80
Language Independent Code literature
list of values, about changing 76 See Siebel Literature
list-of-values type, about within the 73 Literature Administration screen
language independent values (LIV) associating literature with a category 235
about changing list of values 76 literature files
languages See Siebel Literature
adding 62 literature item kits
deleting, about and mobile Web client creating 230
synchronization 63 literature records
lead sources creating 227
setting up for opportunities 359 local database, about 27
leads, rerouting 339 locales
license keys creating 36
about 23 editing current locale 39
additional license key, entering using a Siebel setting up, about 35
application 25 translation, creating for 39
additional license key, entering using Siebel log files
Tools 25 setting level for troubleshooting 137
caution, about entering option-module license logging
key 24 demo user, on as 27
correcting errors 24 LOGMGR:Vis Rules per Statement system
fields, table of 26 preference 460
first license key, entering 24 LOV
hiding access to 26 See list of values (LOV)
option module license key 24
lines of influence

Index M
M MRG:Inter Table Conflict Res system

Management Responsibility Code preference 460
about 252 MRG:Inter Table Merge Rule system
manager approval, viewing 423 preference 461
Marketing Data file, about 252 MRG:System Conflict Resolution system
marketing resources, balancing tool 414 preference 461
message broadcasting MRG:Txns per Commit system
Broadcast Message business component preference 461
fields, table of 110 MRG:User Friendly Notification system
caching, configuring 111 preference 461
message broadcast script, sample of 111 multiple currencies
message text, about automatically about setting up exchange rates for 46
updating 110 multiple processes
messages, creating and sending 108 and D-U-N-S number processing 259
mobile and dedicated Web clients, enabling or My To Do filter
disabling 106 using to view activity 176
overview 103
process flow example 105 N
scenario 104 non-North American phone formats
server level, enabling/disabling message specifying 55
broadcasting 105 [N] normal message
severity levels 107 severity level 107
standard interactivity application clients, North American phone formats
enabling or disabling 107 default format for 54
messages notes
email and screen alerts, about 167 reference, adding a note to 372
email, using to send a message 170 target account selling, adding a note 440
messages created by you, viewing 169 notification workflows
new message, creating 167 delivery of emails, restricting conditions
recurring message alert, setting up 169 for 339
setting up and using, process of 166 email notifications, stop sending 340
setting up scenario 165 Get Manager Email process, setting up 340
single interval, sorting messages by 170 opportunities lost notification process,
single message alert, sending 169 about 338
using, about 166 opportunity assigned notification process,
workflows for Messages screen and views, about 337
setting up 166 opportunity inactive notification process 337
your messages, viewing 169 opportunity won notification process 338
Microsoft SQL Server opportunity workflow email, modifying the
loading D&B data on 255 language of 339
milestones opportunity workflows, setting up 337
adding a milestone 438 setup steps 336
associated activities, adding to time lapse between lead assignment and
milestones 439 email delivery, modifying 338
customer milestones, about 438
mobile users O
about activating state models 222
objectives
mobile Web clients
adding Enterprise Selling Process
enabling or disabling message
objective 421
broadcasting 106
offerings
MRC file, about 252
BU/SU offering summary, viewing 421
MRG:Docking Timestamp Source system
Business and Service Units, adding to 415
preference 460
opportunities

Index O
about and predefined opportunities, list revenue class and revenue type, about 349
of 335 sales pipeline analysis chart, viewing 358
account, associating with 320 sales pipeline phases analysis chart,
activities, associated with an viewing 359
opportunity 352 scenario 342
assessing an opportunity 351 significant opportunity transactions,
assessment, beginning 431 monitoring 350
associating a contact with 351 split revenue, about 349
competitors, associating with 391 Target Account Selling, assessing an
creating an opportunity 346 opportunity for 195
decision issue, associating with an Target Account Selling, sales professionals
opportunity 408 accessing an opportunity 430
decision issues, viewing for an TAS Coach, using 432
opportunity 351 TAS coach, using to perform assessment 196
defined and examples 341 TAS, assessing an opportunity 194
delivery of emails, restricting conditions time lapse between lead assignment and
for 339 email delivery, modifying 338
depicting organization hierarchy, using drag opportunity category
and drop 355 searching by category 390
email notifications, stop sending 340 Oracle
Get Manager Email process, setting up 340 loading data D&B data 254
lead qualification, sales methods. and organization
stages 345 custom hierarchy, assigning to 328
lead response, about 344 organization chart, printing 420
lead sources, setting up for reporting structure, charting 418
opportunities 359 reporting structure, deleting contacts 419
lines of influence, deleting 356 reporting structure, deleting lines of
lines of influence, drawing 356 influence 419
notification workflows, setup steps 336 reporting structure, drawing lines of
opportunities lead assignment, about 344 influence 419
opportunity assigned notification process, reporting structure, representing 419
about 337 organization analysis
opportunity charts 357 contacts. adding existing to 354
opportunity inactive notification process, contacts. creating new 355
about 337 depicting organization hierarchy, using drag
opportunity lost notification process, and drop 355
about 338 lines of influence, deleting 356
opportunity reroute activity, setting up 339 lines of influence, drawing 356
opportunity revenues, updating 354 printing and viewing 356
opportunity won notification process, organization hierarchy
about 338 using drag and drop to depict 355
opportunity workflow email, modifying the organization map
language of 339 contacts, deleting 436
opportunity workflows, setting up 337 creating 436
organization analysis, adding existing lines of influence, deleting 437
contact 354 lines of influence, drawing 436
organization analysis, creating new printing 437
contacts 355 organizational analysis
organization analysis, viewing and about 417
printing 356 about conducting 434
primary team member, changing 350 beginning an analysis 435
processes and procedures 343 creating 417
products, associating to an opportunity 352 Owner field
quote, creating from an opportunity 353 configuring for activities 180

Index P
P creating portfolios 443

pager company entering account details 448
setting up 58 managing portfolios 443
Parent LIC attribute performing a manager review 455
list of values, about making values reviewing marketing events 452
hierarchically dependent 78 reviewing objectives and action plans 454
parent Area, about changing 79 reviewing opportunities 450
parent Web browser reviewing organizational analysis 451
adding 67 reviewing partners 453
parent-child business associations for audit scenario 442
specifying 86 segmenting accounts 445
partners viewing segmentation map 447
adding for Enterprise Selling Process 420 Portfolio Management Process
password and default user ID 22 See PMP
payment terms predefined queries, setting up
setting up 52 about 44
PDF creating by saving a query 45
form record, referencing the PDF 294 Predefined Query view, setting up predefined
XML schema, mapping to using Adobe query in 45
Designer 294 preferences
periods overriding user preferences 211
period units, associating with a period 53 preferences, system 457
setting up 53 price lists
personal contact currency conversion 50
promoting to a contact 284 primary team member
phone formats changing 350
about 54 PRIME activities
calculating maximum length of international adding 440
phone numbers 55 viewing 439
EAI Adapter 58 printing
EIM, about importing information with 58 organization analysis 356
entering letters in place of digits 56 organization chart 420
format examples (table) 57 organization map 437
international, about entering and format Priority input argument, about 155
logic 54 products
querying for phone numbers 57 opportunity, associating to 352
sorting phone numbers 57 profile
specifying contact, creating for 284
profile information, adding to a
North American phone formats, default
reference 373
format for 54 profiles charts, viewing 373
specifying non-North American phone projects, currency conversion 50
formats 55 prospects
unformatted phone numbers 56 creating list from D&B data 276
pick lists
See dynamic pick lists
Q
PMP
queries
about 441
audit trail information 88
analyzing A accounts 447
canceling 46
analyzing B, C, and D accounts 448
phone number, examples 57
analyzing select details 450
predefined query, about setting up 44
assessing BUs and SUs 449
predefined query, creating by saving a
assessing current revenues 445
query 45
assessing future potential of accounts 446

Index R
predefined query, setting up in Predefined resources 201

Query view 45 calendars to which an employee has access,
target list, creating by querying 239 viewing 201
quick fill template employees calendar, giving another
editing 68 employee access to 201
making public 68 Resources list applet
Quick Print Application system tip, adding fields 201
preference 461 retention management
Quick Print Output Format system See RTD
preference 461 retroactive alarms
quotes about and changing days displayed 203
currency code, about changing 50 revenues
opportunity revenues, updating 354 updating opportunity revenues 354
opportunity, creating from 353 RouteInboxItem method 156
RTD
R about 375
rate lists adding eligibility rules 384
about currency conversion 50 creating a campaign for offers 382
Real-Time Decisions Decision Center, opening for editing 383
See RTD offers, activating 386
records offers, creating 383
form, generating using a record 296 offers, enabling for RTD 383
multiple records, generating forms for 296 offers, specifying eligibility for 384
recurring message alert offers, updating information 386
setting up 169 scenario 376
reference assets setting up real-time offers 382
viewing 373 views for call center agents 387
references RTD, configuring 376
accounts, designating as reference 370 checking prerequisites 377
accounts, managing and references 370 customizing call reasons 381
activities, adding 370 outbound web services 377
attachments, viewing 371 runtime events 379
calendar, adding reference activity to 372 setting Enterprise Server parameters 378
contact, associating with 371 with Siebel views 378
note, adding to 372 RTI configuration file
profile information, adding to a account locations, edit so not updated 268
reference 373 caution if modified 260
reference assets and profiles charts,
viewing 373 S
scenarios 369 SADMIN ID
searching for references 373 about modifying responsibility 22
relationship strategy sales methods
developing 437 about 182
remote databases sales methodology, defining 183
configuring Inboxes for use with 132 sales pipeline analysis chart
replication (Siebel Replication) viewing 358
about using audit trail 83 sales pipeline phases analysis chart
reports viewing 359
currency conversion supported in 50 SalesHierarchy:UseServerTask system
Satmetrix survey reports, setting up 39 preference 461
resources sample database
about 199 about and logging in 27
calendar activities, administering Satmetrix Key Value system preference 461

Index S
Satmetrix survey reports SIC (Standard Industrial Classification code)

setting up, about 39 file
symbolic URL, setting up for access 40 about and D&B data 252
WI_ARG_TYPE, extending list of values Siebel application
for 40 license keys, hiding access to 26
saving Siebel Developer Web Client, starting
enabling saving target lists for a list from 22
applet 246 Siebel Web Client, starting from 22
Sch:Break Time Id system preference 461 Siebel eBriefings
Sch:Default Constraint Set system about ordering D&B reports 265
preference 462 sharing literature through 234
Sch:Default Cost Function system Siebel Enterprise Integration Manager
preference 462 importing phone information 58
Sch:Default Parameter Set system Siebel Enterprise Selling Process (ESP)
preference 462 See Enterprise Selling Process
Sch:Default Time Window system Siebel Industry Applications
preference 462 See Global Target List Management
screen alerts Siebel Literature
about 167 Competitors screen, sharing literature
screen home pages through 232
setting up default view links 68 Correspondence screen, sharing literature
script through 234
sample message broadcasting script 111 Decision screen, sharing literature
searching through 233
category, searching for 390 eBriefings, sharing literature through 234
for references 373 literature files, about setting up 226
initiating D&Bs Global Integration literature files, creating 226
search 278 literature files, modifying 226
SecThickClientExtAuthent system literature item kits, creating 230
preference 462 literature kits, about 225
seed data literature or Infocenter, sharing literature
about 28 through 235
list of values, modifying 76 literature records, creating 227
server database, about 27 literature, associating with the decision
service requests issue 409
viewing activities associated with 180 literature, making visible to users 231
SetInboxParamInfo method 149 Products screen, sharing literature
setup tasks through 232
summary of application administration software supported 226
tasks 28 translation records, associating with a
setup, initial literature record 229
about 31 Siebel objects
employee setup, additional information 33 association with activity objects 174
employee setup, completing 34 Siebel Remote
locale name, creating translation for 39 audit trail, about using 83
locale, editing current locale 39 Siebel Replication
locales, about setting up 35 about using audit trail 83
locales, creating 36 Siebel Sales
Satmetrix survey reports, setting up 39 account, associating a contact 319
skills, assigning 35 account, associating with an activity 319
tasks, summary of 32 account, associating with an opportunity 320
views, adding to the application 33 accounts assessments, performing 320
severity levels accounts credit profiles, viewing 321
about using for message broadcasting 107 accounts, about using 315

Index T
accounts, associating contact with 319 business component, enabling in Siebel

accounts, creating 316 Tools 219
scenario for accounts 315 business component, is it already
Siebel Tools enabled? 219
business component, enabling for state child modification, disabling 224
models 219 child modification, enabling 224
enabling Forms Integration for applets 292 child records, about changing behavior 223
license keys, entering additional using enforcing state models, about 222
Tools 25 functionality 217
license keys, hiding access to 26 mobile users, about activating 222
Siebel Web Client new state model, creating 220
Siebel application, starting from 22 scenario 218
signature capture controls setting up state model, process of 218
about 393 state model objects, about reading 222
adding applet to an object 404 state transitions
adding browser script to an applet 400 defined 217
adding server script to an applet 399 new state model, creating 220
compiling the SRF 405 static pick lists
creating applet control for 398 about 71
creating buttons for saving and clearing 399 constraining, about 78
creating form applet for 397 Strict Date Format system preference 462
creating hidden control for 398 SubSqlStyle system preference 463
creating object and class for 396 Suppress Side Applets Calendar Types user
extending database for 394 property 215
generating reports with signatures 406 symbolic URL
implementing 394 setting up for access to D&B database 264
registering OCX file 395 setting up for Satmetrix reports 40
scenario 394 synchronization list
testing applets 405 adding a contact to 284
skills, assigning 35 removing a contact from 285
SM WebIntelligence Server system Synchronize Account ASI 301
preference 462 Synchronize Contact ASI 302
SmartScripts Synchronize Household ASI 302
setting up Inbox links 128 system preferences
software required, table 21 setting 44
SQL (dnbinitial.sql) table of 457
using to load D&B data 259
SqlStyle system preference 462 T
SSASqlErrRsltsDiscarded system Target Account Selling
preference 462 assessment, beginning 431
Standard Industrial Classification code associated activities, adding to
about and D&B data 252 milestones 439
standard interactivity application clients competitive analysis information,
enabling or disabling message adding 433
broadcasting 107 competitive analysis, using TAS coach
starting for 433
Siebel application, starting from Siebel customer milestones, about 438
Developer Web Client 22 customer milestones, adding a
Siebel application, starting from Siebel Web milestone 438
Client 22 notes, adding 440
State Machine, defined 217 opportunities, using to manage 425
state models opportunity, assessing 195
activating 222 opportunity, sales professionals
business component, about configuring 219

Index U
assessing 430 activity templates, about and activity

organization map, creating 436 plans 181
organization map, deleting contacts 436 activity templates, creating without
organization map, deleting lines of grandchild records 186
influence 437 activity templates, using to create activity
organization map, drawing lines of plans 190
influence 436 assessment templates, about 191
organization map, printing 437 assessment templates, creating 192
organizational analysis, about quick fill template, editing 68
conducting 434 quick fill template, making public 68
organizational analysis, beginning 435 TAS Customer Milestone template,
PRIME activities, adding 440 creating 188
PRIME activities, viewing 439 time zone support, administering
process of 427 about 59
relationship strategy, developing 437 date and timestamps, about 61
scenario 426 time zone settings, modifying 60
TAS Coach, using 432 translations of time zones, maintaining 61
TAS coach, using to perform assessment 196 timestamps
TAS overview, completing 428 about and dates 61
target lists toggle applets
activities, creating asynchronously 243 Inbox view, types of views supported 134
activities, creating from 241 Inbox views, configuring 134
activity templates, setting up 242 Tools
applying 241 enabling Forms Integration for applets 292
creating by combining lists 241 ToolTip
creating by querying 239 Day Summary ToolTip 205
editing 240 text, displaying 205
list applets, enabling on an applet 244 Training: EAI HTTP Password system
list applets, saving target lists in an preference 463
applet 246 Training: EAI HTTP Server system
TAS Coach preference 463
competitive analysis, using for 433 Training: EAI HTTP User Name system
using 432 preference 463
TAS Customer Milestone template Training: Lesson Adapter URL system
creating in a localized application 188 preference 464
TAS tools Training: Lesson Security system
creating organizational analysis 417 preference 464
Technical Support (Alt. 1) system translation records
preference 463 associating with a literature record 229
Technical Support (Alt. 2) system triggers
preference 463 Inbox trigger used in ESS 162
Technical Support (FAX) system Inbox trigger used in Server Script 164
preference 463 troubleshooting
Technical Support (URL) system setting Inbox log file level for
preference 463 troubleshooting 137
Technical Support (Voice) system
preference 463 U
Telocator Alphanumeric Protocol (TAP) unformatted phone numbers 56
pager support of 58 Universal Inbox business service
templates about 119
activities, creating target lists from 241 CreateInbox method 140
activity template, deleting 189 CreateInboxEx method 139
activity templates, about activities created CreateInboxItem method 142
using 185

Index V
CreateInboxOwner method 143 child Web browser, adding 67

DeactivateInboxItem method 151 extended capabilities, list of 65
DeactivateInboxOwner method 153 parent Web browser, adding 67
definitions 137 required browser capabilities 66
DeleteInboxItem method 155 Web Engine User Agent business service 65
GetInboxItemInfo method 145 Web services
GetInboxOwnerInfo method 148 See Adobe Web service
GetInboxOwnerInfoEx method 147 See Excel Web service
GetInboxParamInfo method 146 See RTD, configuring
Initialize method 155 See Word Web service
IsInboxItemExisted method 145 WI_ARG_TYPE
RouteInboxItem method 156 extending list of values for 40
SetInboxParamInfo method 149 Word Web service
UpdateInboxItemInfo method 150 about 304
UpdateInboxOwnerInfo method 154 configuring 308
Universal Time Coordinated system connecting template to Siebel EAI 308
preference 464 downloading template 308
UpdateInboxItemInfo method 150 mail merge, getting Siebel data 310
UpdateInboxOwnerInfo method 154 mail merge, log as Siebel activity 312
[U] urgent message mail merge, previewing message 311
severity level 107 mail merge, printing and sending
UsageTracking Enables system messages 312
preference 464 mail merge, process of 309
UsageTracking Log Time Period system mail merge, refining message 311
preference 464 mail merge, refining recipients 310
UsageTracking LogFile Dir system seed data 305
preference 464 workflows
UsageTracking LogFile Encoding system Create Rerouted Oppty Activity, setting
preference 464 up 339
UsageTracking LogFile Format system delivery of emails, restricting conditions
preference 464 for 339
UsageTracking Sess Cache Size system email notifications, stop sending 340
preference 464 Get Manager Email process, setting up 340
user Global Target List Management
restricting audit trail by user 87 workflows 243
User Group system preference 464 opportunity assigned notification process,
user ID and password, default 22 about 337
user interface components opportunity inactive notification process,
showing/hiding 207 about 337
user interface strings opportunity lost notification process,
changing 208 about 338
user preferences, overriding 211 opportunity notification workflow, setup
steps 336
V opportunity won notification process 338
views opportunity workflow email, modifying the
customized views, adding 33 language of 339
Inbox links, setting up 128 opportunity workflows, setting up 337
time lapse between lead assignment and
email delivery, modifying 338
W
Web browser
additional, adding Web browsers 66
X
capabilities, adding 64 XML schema
capability, adding JumpTab 67 generating for Form Integration 293

Index Z
mapping to the PDF 294 Z

ZIP Codes, adding 59

Index Z

Apps Admin

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Apps Admin

Uploaded by

Copyright:

Available Formats

For Oracle internal distribution only

Copyright 2005, 2008, Oracle. All rights reserved.

Siebel Applications Administration Guide 1

Chapter 1: Whats New in This Release

Chapter 2: Getting Started

Chapter 3: Initial Setup

Chapter 4: Ongoing Application Administration Tasks

Siebel Applications Administration Guide Version 8.1 3

Working with Telephone Formats 54

Chapter 5: Working with Lists of Values

Chapter 6: Audit Trail

4 Siebel Applications Administration Guide Version 8.1

Setting Up Read Auditing 86

Chapter 7: Creating and Administering iHelp

Chapter 8: Message Broadcasting

Siebel Applications Administration Guide Version 8.1 5

Chapter 10: Administering and Using Inbox

Chapter 11: Configuring the Inbox

6 Siebel Applications Administration Guide Version 8.1

IsInboxItemExisted Method 145

Chapter 12: Messages

Chapter 13: Activities

Siebel Applications Administration Guide Version 8.1 7

Delegating an Activity (End User) 179

Chapter 14: Activity Plans and Sales Methods

Chapter 15: Assessments

Chapter 16: Calendar

8 Siebel Applications Administration Guide Version 8.1

Configuring the Calendar Alarm 202

Chapter 17: State Models

Chapter 18: Literature

Siebel Applications Administration Guide Version 8.1 9

Sharing Literature Through the Products Screen 232

Chapter 19: Global Target List Management

Chapter 20: D&B Integration

10 Siebel Applications Administration Guide Version 8.1

Field Mappings for Configuration of D&B Integration 269

Chapter 21: D&B Integration (End User)

Chapter 22: Contacts

Chapter 23: Adobe Forms Integration

Siebel Applications Administration Guide Version 8.1 11

Generating a Form from a Record (User) 296

Chapter 24: Integration Using ASIs

Chapter 25: Web Services

Chapter 26: Accounts

12 Siebel Applications Administration Guide Version 8.1

Associating a Contact with an Account 319

Chapter 27: Global Accounts

Chapter 28: Opportunity Workflows

Chapter 29: Opportunities (User)

Siebel Applications Administration Guide Version 8.1 13

About Opportunities Lead Assignment 344

Chapter 30: Households

Chapter 31: References

14 Siebel Applications Administration Guide Version 8.1

Associating an Attachment with a Reference 371

Chapter 32: Intelligent Offer Generation Using Oracle Real-

Siebel Applications Administration Guide Version 8.1 15

Chapter 33: Categories

Chapter 34: Competitors

Chapter 35: Signature Capture

Chapter 36: Decision Issues

16 Siebel Applications Administration Guide Version 8.1

Chapter 37: Enterprise Selling Process